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WorksheetsCustomer Service Excellence Quiz
Total questions: 10
Worksheet time: 4mins
What should you do before placing a customer on hold?
Press the hold button
Apologise
Notify them & ask their permission
None of the above
What should you depend on to store call information?
Pen
Notebook
Call Log
Memory
How should you not respond to customer complaints?
Be Calm
Be confident
Express empathy
Be defensive
When a customer is being difficult what should be your main goal?
Apologise
Be confident
Shift their focus to the solution
Listen
Which is attributed to a 5-Star Customer Service Staff?
Meeting customer expectations
Performing below customer expectations
Exceeding customer expectations
None of the above
How often should you satisfy your customers?
When they call you
Always
Once a day
None of the above
A customer service staff is considered as one of the following in an organisation
A president
An assistant
An ambassador
An experienced Staff
Is it cost effective to acquire new customers?
Yes
No
What is the value of a customer? Average spend/year X Lifespan of a business
True
False
Your goal should be to transition cold prospects into hot prospects
True
False
