
Customer Service Communication Skills

Interactive Video
•
Business, Life Skills, Professional Development
•
9th - 12th Grade
•
Easy

Lucas Foster
Used 1+ times
FREE Resource
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10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is it important to weigh every word carefully when speaking to customers on the phone?
To ensure the conversation is brief
To avoid misunderstandings and maintain professionalism
To impress the customer with vocabulary
To make the call more entertaining
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you do if a customer is wrong?
Tell them they are wrong immediately
Ignore their mistake
Encourage them to explain and guide them through the correct method
Transfer the call to a supervisor
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the main reason customers call customer service?
To chat with the representative
To get help in solving a problem
To complain about the service
To ask for discounts
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you offer if you cannot directly solve a customer's problem?
Some form of assistance, like listening and understanding their concerns
A promise to call back later
An apology and end the call
A discount on their next purchase
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is saying 'I don't know' discouraged in customer service?
It is too informal
It is not polite
It makes the call longer
It reflects a lack of knowledge and affects the company's image
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a better alternative to saying 'I don't know'?
I have no idea
That's not something I know off the top of my head, but I can find out for you
Let me transfer you to someone else
I will get back to you later
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is 'dead air' in a phone call?
A moment of silence during the call
A time when the call is disconnected
A time when the representative is on hold
A period when the customer is speaking
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