WorksheetsCustomer Service Pop Quiz- Day 1
Total questions: 9
Worksheet time: 5mins
Which of the following is the most correct definition of a Customer?
A party or persons that receive goods and services
A person or persons who use a product
A party or persons that receive goods and services and has the ability to chose between different products or services
What is Excellent Customer Service?
Providing a quality product or service that satisfies the needs/wants of a customer
Customer Service that goes above and beyond the customers expectation.
Smiling with every customer
Which of the following is not a Characteristic of Excellent Customer Service?
Listening to the Customer
Professional Staff
Taking responsibility
Always agreeing with the customer
Choose those that are elements of communication.
Listening
Writing
Reading
Gestures
Which of the following elements fall under "How we manage ourselves"
Empathy
Social Skills
Self Regulation
A Passive person is aware of their rights and the rights of others but do not respect them.
True
False
How can we match a Customer's Communication Style is a positive way?
Using the customer's own communication style.
Matching the customer's vocabulary
Using the same level of technical terminology as the customer
Mirror the customer's tone is angry
The use of Jargons to a customer is a good practice for effective verbal communication
True
False
Select the correct list of Levels of Listening.
ignoring,pretend,selective,attentive,empathetic
ignoring,pretend,selective,active, attentive
pretend,seldom,selective,active, attentive, empathetic
