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Customer Service Quiz

Authored by Kalimani Velaitham

Social Studies

University

Used 2+ times

Customer Service Quiz
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60 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer angrily demands a refund for a late delivery, claiming that the product arrived days after the expected date. However, the system shows that the product was delivered on time according to the tracking information. Considering the customer's emotional state and the evidence at hand, what is the BEST approach to handle this situation while maintaining customer satisfaction?

Tell the customer they are mistaken and provide the delivery details

Present the system record as proof and conclude the conversation

Empathize with the customer, apologize for any confusion, and offer to investigate the issue further

Immediately refuse the refund request without further discussion

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True or False: Customers often judge service recovery more than the original mistake.

True

False

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

A restaurant guest expresses dissatisfaction, stating, "This is not what I ordered!" Considering the principles of effective service recovery, which TWO actions would not only address the immediate concern but also enhance the overall dining experience for the guest?

Apologize sincerely and acknowledge the mistake

Engage in a debate with the guest about their order

Swiftly replace the meal with the correct order and offer a complimentary item

Rationalize the error by explaining that mistakes are a common occurrence in busy restaurants

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A retail staff member notices a customer is comparing prices on their phone. Considering the competitive nature of retail and the importance of customer engagement, what would be the MOST effective strategy for the staff member to employ in this situation?

Ignore them and focus on other customers

Engage the customer by offering to explain the unique value and benefits of your product compared to competitors

Criticize competitors to highlight your product's superiority

Walk away to avoid confrontation

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Evaluate the statement: A sincere apology without a solution is always sufficient to meet customer expectations. Discuss the implications of this statement in the context of customer service and provide examples to support your reasoning.

True

False

6.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which THREE actions demonstrate professionalism in the hospitality industry?

Arriving on time

Maintaining personal hygiene

Using slang with guests

Following service standards

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer service agent receives an email written in anger. Which is the MOST effective first step?

Ignore the tone and focus on solving the issue

Reply in the same tone

Delay response to "cool them down"

Copy the email to all staff

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