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WorksheetsSoft Skills Test
Total questions: 8
Worksheet time: 13mins
These are the three main categories included in the QA form (Choose more than one)
Compliance Critical
Customer Service
Customer Affecting Critical
Business Affecting Critical
Call Handling
What are the future expectations customers have about their service?
They want tailored, customized support of complex issues.
They want fast resolutions on simple issues.
They want successful resolutions on complex issues.
All of the above
How can you better understand your customers' needs?
Through hard skills and communication skills
Through personality flexing, baggage handling, and advocacy
Through advocacy, compliance critical, and empathy
Through baggage handling, advocacy, and soft skills
What are some of the customer delighters we should demonstrate on every call?
Select all that apply*
Professionalism
Positive language
Good communication skills
Excellent listening skills
Patience
“Don’t tell the customers what you ______do, tell them what you ______ do”
Use this format: option1/option2
(a)
In order to better communicate with my customers, I should:
Select all that apply
Be genuine
Be assertive
Be professional
Be flexible
Show empathy
The key to deal with angry customers is:
(a)
My commitment to improve my soft skills is:
