Free Printable Customer Experience

Worksheets

Customer Experience

Total questions: 14

Worksheet time: 7mins

Name

Class

Date

How can you show that you are actively listening to a customer?

Engage in other activities

By Interrupting the Customer

By Using affirmative words such as ‘OK’ and ‘Yes’

By telling the Customer to calm down

When dealing with customer face to face which way do you communicate with them more effectively

With the words you say

With the tone of your voice

With your body language

All of the above

Providing awesome customer experience…

Influences your customer’s loyalty and makes them an advocate for your brand

Sets you apart from competition

Makes happier customers

All of the above

Which of the following is NOT the sign of active listening?

Nodding

Using words like ‘I see’ , ‘Go on’

Asking and repeating to show your understanding

Frequent interrupting

Which action can have a negative impact while dealing with an angry customer?

Showing your compassion about inconvenience they experienced

Asking the customer to come back when they calm down

Allowing the customer to express his/her opinion

Explaining what the best possible solution for that moment is

An employee’s attitude is their most valuable customer service tool

false

true

If a Customer is very upset and insulting you, what is the best way to handle the call?

Hang up and blame it on the network

Without informing the customer, transfer the call to a more senior person

Wait for the Customer to pause, apologise and explain your willingness to handle the situation

B and C

Calling customers by name does little to encourage them to return.

True

False

Customers feel like you understand them when you do the following:

Put them on hold

Empathize with them

Transfer the to a manager

Listen silently with no feedback

10.

You will always sound friendlier on the phone when you are doing this...

Talking

Typing

Smiling

Sitting Quietly

11.

When placing someone on hold you should always ask their permission before placing them on hold.

True

False

12.

Showing empathy means that you are doing this...

Thinking about something going on at your home

Putting yourself in the shoes of the customer

Thinking of what you are going to say next

Putting your feelings on your sleeve

13.

If your customer is very talkative and you have lost control of the call, what type of question can you ask to regain control of the call?

A hard question

Closed-ended question

A trick question

a funny question

14.

AHT stands for

Average Handle Time

Average Hold Time

Average Halt Time

Average Happy Time

100 %

Customer Experience

Total questions: 14

Worksheet time: 7mins

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