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WorksheetsCustomer Service Module Test Practice
Total questions: 20
Worksheet time: 39mins
What is customer experience?
The result of an interaction between a customer and an organization
how an employee rates an organization or store
the ability to understand and share the feelings of another
Why is great customer service important?
improves customer satisfaction
customers will return to the store
builds strong relationships between the customer and the organization
all of the above
What is a CSR?
Customer Support Referee
Customer Service Representative
Colorful Shiny Rainbow
Which is a good example of welcoming words?
I am happy to help you with that today!
Go find someone else.
I can't do that.
What should you consider when trying to understand someone's emotions?
facial expressions
tone of voice
body language
all of the above
The ability to understand and relate to someone's emotions is called ____________.
customer service
empathy
comfort
To show empathy you should ___________.
cry in front of the person
ignore the person
acknowledge the person's feelings
Which statement best shows empathy?
Calm down! We'll fix it.
What do you want me to do about it?
I understand you are frustrated.
You can show empathy by:
Trying to view the problem from the person's point of view
ignoring the person's feelings
mocking the person's emotions
How do company's gather customer feedback?
surveys
social media
customer complaints
all of the above
An open questions requires __________
a yes or no response
a one word response
a longer, more than one word response
When at work, you represent the company in all you say and do.
True
False
You should use a ____ and pleasant tone when speaking to a customer.
angry
shy
calm
A closed question ______________
requires a yes/no or one word response
requires a long response
helps you learn what the customer needs
When focusing on a customer, you should ___________
play on your phone
eat your lunch
give the customer your full attention
Why should you ask the customer questions?
To gain more information and make sure you understand the customer's issue
To waste time until you can figure out what is going on
To anger the customer so they will leave you alone
You should use ___________________ language when dealing with a customer.
positive
negative
foul
How can you manage personal stress?
take deep breaths
put yourself in the other person's shoes
count to 10
all of the above
What is a metric?
a customer complaint
a standard for evaluating something
a ruler
How is performance measured?
popularity
metrics
guess work
