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WorksheetsAES Customer Service Unit 1
Total questions: 10
Worksheet time: 6mins
Which of the following are reasons great customer service is important?
Improves customer satisfaction
Increases customer referrals
Builds stronger customer relationships
All of the above
Why should you acknowledge the customer's feelings?
So the customer can move forward.
So the customer will be quiet
So the company will not look bad.
All of the above
What characteristics of a caller's voice help you determine his or her emotional state?
Posture
Tone of voice
Gestures
All of the above
Amanda just arrived at work for her shift. Amanda's first customer is yelling about misinformation a customer service representative gave earlier that day. What should Amanda do?
Apologize to the customer and demonstrate empathy.
Go find a manager.
Walk away from the customer.
All of the above
How can you actively listen to a customer?
Play on your telephone.
Do not perform other tasks while the customer is talking
Talk over the customer.
All of the above
Which of these is an example of a welcome word?
Yes!
Absolutely!
I'd be happy to!
All of the above.
Which ones are the two types of questions?
Suggesting questions
Answering questions
Topic questions
Asking questions
What are three ways for companies to gain customer feedback?
Surveys
Customer Complaints
Social Media
All of the Above
What are some phrases you can use with customers to demonstrate good manners? Check all that apply.
Please and thank you
Excuse me and I apologize
Sir and Ma’am
Yes versus yeah
What is virtual customer service?
Any interaction where the customer and employee are not face-to-face (email, phone, text message, online).
Any interaction where the customer and employee are face-to-face.
