CC5.1 Customer Service Skills & Work Ethic Quiz

Good customer service means meeting and _____________ customer expectations.

Using _____________ helps you understand how a customer feels and respond kindly.

A strong _____________ means always arriving on time and meeting deadlines.

_____________ is important for building trust and handling private information.

Tools like chatbots and CRM systems show how _____________ supports customer service.

(a)   is NOT a core service skill mentioned in the worksheet.

• Patience
• Product knowledge
• Drawing skills
• Time management

Why is confidentiality important in customer service?

• It helps decorate the workspace

• It keeps customer information safe and builds trust

• It makes phone calls faster

• It increases sales automatically

The work ethic principle that involves showing up on time and meeting deadlines is called (a)   .

• Professional appearance
• Punctuality commitment
• Product knowledge
• Technology use

What does active listening NOT include?

• Giving full attention

• Interrupting often

• Reflecting and summarizing feedback

• Using verbal and nonverbal cues

Match each customer service metric with its description.

• The count of different outfits used by staff.

• Number of uniforms worn

• A measure of how easy it is for customers to get their issues resolved.

• Customer Effort Score (CES)

• The total length covered by employees during work hours.

• Number of emails sent

• Total outgoing communication via email.

• Distance walked at work