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WorksheetsCustomer Service
Total questions: 40
Worksheet time: 21mins
Name
Class
Date
1.
How do you handle a difficult customer who comes into TSI for help?
a)
Pass off the customer onto other TSI student
b)
Hear customer out, calm customer and resolve situation
c)
Be disrespectful back to the customer
d)
Avoid interacting with the customer
2.
Exceeding customer expectations which leaves the customer feeling valued is an example of?
a)
Exceptional Customer Service
b)
Good Customer Service
c)
Satisfactory Customer Service
d)
Poor Customer Service
3.
Exceptional customer service includes all the following attributes EXCEPT?
a)
Not being afraid to ask questions
b)
Smiling, being alert and aware
c)
Taking pride in your work
d)
Being afraid to talk to customer
4.
Which is NOT a key point to providing Great customer service as a TSI representative?
a)
Treating others how you wish to be treated
b)
Talking without listening
c)
Being available and attentive
d)
Knowing your product/service/procedures
5.
What should a TSI customer service representative say when a customer enters the room?
a)
"Do you need help?"
b)
"What is your problem?"
c)
"Hello, how may I help you?"
d)
"Have a nice day?"
6.
When a laptop has been repaired what is entered in the two fields circled?
a)
True, details of the malfunction
b)
False, details of malfunction solution or repair
c)
True, details of the malfunction solution or repair
d)
False, details of the malfunction
7.
Which fields must be completed when filling out a Help Desk ticket?
a)
Location/Category/Skyward Specific Issue
b)
Skyward Specific Issue/Room/Category
c)
Category/Location/Room
d)
They all must be completed
8.
What information is entered in this field when completing a ticket for a student with a bad HD?
a)
Student ID/Service Tag #/Resolution
b)
Student ID/Service Tag #/Login ID
c)
Student ID/Service Tag #/E-Mail address
d)
Student ID/Service Tag #/Details of malfunction
9.
What is the correct choice when entering information in the circled field for a password issue?
a)
Teacher Device
b)
Hardware
c)
Student Laptop
d)
Network
10.
When using Help Desk, what is the first thing a TSI representative should do?
a)
Add an Assignment
b)
Use the Use the Dashboards
c)
Make a Query
d)
Open a New Incident
11.
When a student has forgotten his/her Skyward password, what should you first do as a TSI Customer Service representative?
a)
Have the client click "forgot password" under their login bar
b)
Ask for Instructor assistance
c)
Ask for IT Pro assistance
d)
Look him/her up in Edline
12.
When a student logs onto Office 365 for the first time, they fill out AZURE. The point of having AZURE is:
a)
To authorize their new Office 365 license
b)
To check their grades in Skyward
c)
To personalize student usernames
d)
To reset forgotten passwords
13.
A student comes to TSI Customer Service claiming that they are unable to sign into Skyward but they are already logged into their computer. It is most likely that...
a)
They are not registered for school meaning they do not have Skyward access
b)
They are entering the username or password incorrectly
c)
They need a password reset
d)
Skyward is not working
14.
Which of the following does NOT show active listening when working at customer service?
a)
Repeating and reflecting back your understanding to the customer
b)
Asking your classroom instructor to speak with the customer
c)
Making notes
d)
Using words such as, I see, go on, right
15.
A student is not getting their teacher's email for a OneNote invitation. As a customer service representative, you should tell them to...
a)
Wait longer for the email and continually refresh
b)
Tell your teacher that they did not send you the invitation
c)
o to their OneDrive and check in the "Shared with me" folder
d)
Update their Office 365 license
16.
Michael Jordan came into TSI for an issue with his laptop. What specific information is entered into the circled field?
a)
The TSI customer representative's name
b)
Jordan, Michael
c)
TSI
d)
The customers ID#
17.
Which of the following does not contribute to the image you project as a TSI customer service representative?
a)
Your specific job title
b)
Choice of words
c)
Body language
d)
Tone of Voice
18.
You're helping a customer who is computer illiterate and they are not understanding what you are trying to explain. How much time to you spend trying to help them?
a)
About 10 minutes; I'd go through it once as quickly as possible and then move on to someone else.
b)
About 20 minutes; I'd at least make sure they understand the basics
c)
Work with them for as long as it takes
d)
About a minute; I'd get frustrated the first time he says, "I don't understand".
19.
When it comes to resolving conflicts between clients and representatives...
a)
I usually give in and let the other person have his/her way
b)
I try to push for a win but if it is not in the cards I can accept a compromise
c)
I find it extremely difficult to accept when others have different viewpoints than me
d)
I remember to stay professional and that I am representing our program
20.
A person approaches you at the customer service window and tells you of many complaints he has about TSI. You should...
a)
Speak with a positive tone, let them know you'll look into the complains, come up with a solution, and hopefully make their next visit better
b)
Regard the complaints as accurate and take immediate steps to fix them on the spot
c)
Do some research to see if the complaints are true
d)
Assume that his is just blowing off steam and ignore his complaints
21.
When a student forgot his/her Edline password, what do you do as a TSI Customer Service representative?
a)
Look him/her up in Password Manager
b)
Escalate to the classroom instructor
c)
Escalate to the IT Pro
d)
Look up his/her password on Edline
22.
You are working the customer service desk and you see your best friend in the hallway. As a TSI representative you should...
a)
Run out into the hallway to greet your friend
b)
Greet your friend with a smile and continue displaying professionalism to the highest degree
c)
Start screaming together and hug one another through the window
d)
Take out your phone and show them a new picture of you and your significant other
23.
Which is NOT a key skill a TSI Customer Service Representative should practice?
a)
The ability to ask clarifying questions to customers
b)
The ability to multi-task and manage several tasks at once
c)
The ability to stay focused throughout an entire customer transaction
d)
The ability to be impolite to a customer when needed
24.
The DIRECT benefits of exceptional customer service are ...
a)
Time consuming, hard to do, & just not worth it
b)
More customers & increased business
c)
Happy & loyal customers share their positive experiences
d)
Less customers, less returning business
25.
What is TSI abbreviated for here at Morton?
a)
Technology Service Internship
b)
Technological Source Internship
c)
Technology Source Internship
d)
Technology Support Internship
26.
Which is NOT a Key Point to providing Great Customer Service as a TSI Customer Service Representative?
a)
Talk, Don't Listen
b)
Know your Information=Products, Services, Procedures
c)
Be available and attentive
d)
Treat the customer as you would want to be treated.
27.
Who are your customers here at Morton TSI?
a)
Students/Teachers/Staff/Administration
b)
Students & Teachers Only
c)
Students Only
d)
Students/Teachers & Parents Only
28.
Darth Vader is the name of new student coming to pick up his laptop for the first time. What is his username?
a)
DARVADER000
b)
000VADERDAR
c)
VADEDART000
d)
VADERDAR000
29.
The TSI Customer Service department...
a)
Must display professionalism at all times
b)
Cleans up the mess that other TSI departments cause
c)
Is expected to socialize with their friends as they come into TSI
d)
Should not treat their roles as if it was a real job
30.
A customer walks into TSI with a computer problem, what is the first thing you do?
a)
Fill out a Help Desk ticket
b)
Properly greet the customer
c)
Ask them what is wrong with their computer
d)
Ask the class room instructor for help
31.
In order to fill out Microsoft AZURE, students need to provide:
a)
An email to receive an email or phone number to receive a text
b)
A phone number to receive text or address to receive a letter
c)
An address to receive a letter or email to receive an email
d)
Teachers name to receive log in information
32.
A student logs onto Office 365 and none of their tiles are showing. It is very likely that...
a)
They need their Office 365 license
b)
They put in the wrong password
c)
They forgot to add "@jsmorton" to the end of their username
d)
It is their first time logging onto Office 365
33.
A parent comes into TSI and is extremely upset over a situation and the parent begins to raise his voice at you. How do you handle the situation?
a)
Pass the parent off onto someone else
b)
Hear the parent out, display empathy, try to calm them and resolve the issue
c)
Let the parent know that you are the boss and you will not be spoken to in that manner
d)
Speak to the parent in the same manner and you are currently being spoken to
34.
When a student is logged into their computer and says they need their Skyward password reset. How do you know they are mistaken?
a)
Teenagers lie a lot
b)
They are not, they truly do not know their password.
c)
Their Skyward username and password is the exact same as the information they used for their initial login, and they already logged in
d)
Skyward is not working
35.
Which of the following does NOT show active listening when working at customer service?
a)
Repeating and reflecting back your understanding to the customer
b)
Asking your classroom instructor to speak with the customer
c)
Making notes
d)
Using words such as, I see, go on, right
36.
A student is not getting their teacher's email for a OneNote invitation. As a customer service representative, you should tell them to...
a)
Wait longer for the email and continually refresh
b)
Tell your teacher that they did not send you the invitation
c)
Go to their OneDrive and check in the "Shared with me" folder
d)
Update their Office 365 license
37.
Which of the following is most likely to help in calming an angry customer when face to face?
a)
Using sarcasm to try and make the customer more comfortable
b)
Speaking louder than the customer so they can hear you better
c)
Telling a joke to make the customer laugh
d)
Listen intently to the customer and share what you can do to help
38.
You hear your fellow customer service representative give some advice to a client, but you know what they are saying is incorrect information. You should...
a)
Don't get involved in the situation, the client will figure out it was wrong when they try it out for themselves
b)
Slide over and tell both the other service representative and the client and that they information is wrong and tell them what they should do instead
c)
Privately assist your colleague with the correct guidance they should give their client
d)
Find the client after they have left the customer service window and let them know what they should really do with their computer
39.
Which of the following is true at the customer service desk?
a)
The customer service representative needs to change their personality to match that of the customer
b)
The customer service representatives are never rude when they need help, so they should not have to put up with difficult behavior from customers
c)
The customer has a perfect right to be rude if necessary
d)
In any given service situation our customer service representatives can choose their own behavior for the best possible outcome
40.
When solving any situation that you do not know, you must ...
a)
Immediately ask the teacher for the answer
b)
Immediately ask the technician for the answer
c)
Problem solve on your own; Then ask 3 classmates; Then teacher or technician
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