CC5.1 Customer Service Skills & Work Ethic Quiz

Good customer service means meeting and (a)   customer expectations.

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

A strong (a)   means always arriving on time and meeting deadlines.

(a)   is important for building trust and handling private information.

Tools like chatbots and CRM systems show how (a)   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 emails sent

• Total outgoing communication via email.

• Distance walked at work

• The total length covered by employees during work hours.

• Customer Effort Score (CES)

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

• Number of uniforms worn