WorksheetsProfessional Etiquette Quiz
Total questions: 10
Worksheet time: 20mins
Select 2 Rules of Email Etiquette.
Reply to emails promptly
Ignore any emails you recieve
Don't answer in a timely manner
Keep your emails organized
Select 3 ways of handling a complaint.
Hang up on the person making the complaint
Acknowledge the problem
Don't do anything at all and get back to work
Forward to management if no solution can be made
Get the facts
True or False? Having a good relationship with creditors gives the company a good reputation.
True
False
True or False? Lack of proper Telephone Etiquette can negatively impact the company's brand.
True
False
What is the definition of a complaint?
means being respectful to the person you are talking with, showing consideration for the other person’s limitations, allowing that person time to speak, communicating clearly. Your voice should create a pleasant visual impression over the telephone.
An expression of dissatisfaction about an organization’s action or lack of action, or about the standard of service provided by or on behalf of the organization.
The lack of proper telephone etiquette negatively impacts the company’s brand and can potentially alienate customers and creditors. Exceptional phone service will give that customer a positive impression of the business while poor, rude phone service can convey a bad impression.
Select 3 Essential Customer Service Elements.
Being a negative nancy
Listening
Ignoring the customers needs
Responding
Respect
True or False? Being rude to the creditor will help us get better payment terms for settlements.
True
False
Should you do a follow up call after handling a complaint?
Yes
No
True or False? A subject line should always be included in an email.
True
False
Select 3 examples of Telephone etiquette
Talking to your neighbor about plans after work
Putting the creditor on hold for a long period of time
Speak Clearly
Be polite and professional
Use proper language
