WorksheetsMobile Customer Service
Total questions: 14
Worksheet time: 42mins
Getting defensive with angry customers will likely
By Using affirmative words such as ‘Alright’ and ‘Yes’
Is the statement true or false “Smile even though you are on the telephone”?
True
False
Why are telephone greetings so important?
It shows that you are polite and friendly
It is the first impression
It shows that the agent is happy
Greetings are the face of the business
Customers are people who need your assistance.
True
False
Choose a statement that best describes customer service
Good customer service is taking that extra step to help without being asked!
Customer service is assisting a customer in a friendly manner
Customer service is telling customers about company procedures.
None of the mentioned statements
What attitude can you associate with good customer service?
Enjoy helping people
Handle people well
Care for your customers
Be understanding of people with special needs
During the conversation, it is important that your tone conveys authority and confidence.
True
False
Active listening is a technique of careful listening and observation of non-verbal cues, with feedback in the form of accurate paraphrasing
True
False
Choose words that can be associated with good telephone etiquette.
Polite
Professional
Knowledgeable
Confident
Sympathy
What are Open-Ended questions?
Open-ended questions are phrased as a statement that requires a longer response.
Questions that give you direct answers
Customer service questions
What is communication?
It is the process of passing information, receiving, understanding information from one person to another.
It is when a manager tells a team member what to do.
Sending a message and expect no response
Select Core Values associated with Hollywoodbets.
Enthusiasm
Service Excellence
Ubuntu
Diligence
