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WorksheetsMay Customer Service Quiz
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
How can you show that you are actively listening over the phone to a customer?
a)
1. By talking over the customer and asking close ended questions
b)
2. Interrupt the conversation with your opinions
c)
Show Attentiveness by listening to details and using affirmative words like "ok" and "yes"
d)
4. Complete the customer’s sentences and quickly go straight into troubleshooting mode
2.
When a customer complains you should always...
a)
Apologise sincerely and take ownership to provide resolution quickly
b)
Defend your companies’ policies and stay firm
c)
Tell the customer it wasn't your fault and try to push the blame to other departments
d)
Make excuses and thank them for the feedback
3.
When customers call to get support resolving queries, the best CCO will be...
a)
1. The employee who resolves their problem most quickly
b)
2. The most knowledgeable employee
c)
3. The employee who listens and shows they understand the customer's query and cares about resolving it
d)
4. The employee that provides waivers to pacify the customer
4.
A customer is explaining a complicated query and you should...
a)
Tell the customer you can't help them, it sounds way too complicated
b)
Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood
c)
Interrupt the customer to offer a solution to their query, they are taking too long!
d)
Cut short the conversation and ask customer to come straight to the point
5.
Good customer service always involves...
a)
Giving the customer whatever they ask for
b)
Attentiveness and Listening to your customer’s concerns and showing you care
c)
Enforcing the policies of your company and stay firm
d)
Telling the customer whatever they want to hear
6.
When dealing with an angry customer, you should...
a)
Tell customer to calm down repeatedly
b)
Let someone else deal with them
c)
Use empathy statements
d)
Remain patient and listen intently while taking down details of customer's concerns
7.
The best skill to have as a customer service representative is...
a)
Good Product Knowledge
b)
Patience with the customer
c)
Empathy for the customer's situation
d)
All of the above
8.
Which is not a good character trait for a CCO?
a)
Use Positive language and Avoid negative phrases
b)
Be honest and ensure clarity in communication
c)
Use a friendly tone and good body language
d)
A neutral tone when speaking to a customer
9.
What trait should you display so that it will be easier to convince a customer?
a)
Flexibility
b)
Patience
c)
Empathy
d)
Confidence
10.
What does it mean to take ownership of the customer’s issue?
a)
Listen, Empathize and Assure the customer that you will do your best to help resolve the issue
b)
Tell the customer that you will get the previous CCO to call him/her back
c)
Tell the customer it wasn't your fault and try to push the blame to other departments
d)
Make excuses and thank them for the feedback
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