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WorksheetsICSW 1
Total questions: 10
Worksheet time: 9mins
Providing Wow Customer Service:
Influence your customer's loyalty.
Sets apart from competition.
Makes happier customers.
All of the above
An old lady with hearing loss asks for directions to the nearest church. You tell her the way twice, but she can't hear you. What do you do?
I repeat third time and try to show the directions differently.
I repeat third time and give up.
I ask someone else to help her.
I show I don't know the way and walk away.
Which of the following is NOT the sign of active listening?
Nodding
Using words like "I see", "Go on"
Frequent interrupting
Asking and repeating to show your understanding
Which statement is correct to provide best service?
I will mirror the customer's behavior, even if the customer is frustrated and aggressive.
I will change my behavior in various ways to get the best possible outcome.
I won't act like someone else because it's fake.
When I'm looking for support I'm calm and lenient, so why should I bear with rude customers?
A customer was about to buy your product, but it turns out it's out of stock. What do you say?
Thanks for reaching out, unfortunately the product won't be available until next month. Come back then if you want to order it.
Thanks for reaching out! The product will be available next month. Would you like me to pre-order the product for you and notify you once it's available?
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
Tell the person what you think the answer might be.
Refer the person to your supervisor.
Say that you are not allowed to give out that information to the public.
Inform the person that you don't know but will find out.
A person approaches you and tells you of many complaints he has about your department. You should first:
Assume that he is just blowing off steam and ignore his complaints.
Check into the legitimacy of the complaints and assist accordingly.
Agree with customer and give a standard apology response.
Regard the complaints as accurate and take immediate steps to correct them.
You're helping a computer illiterate customer set up internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
I'd work with him for as long as it takes.
10 minutes or so; I'd go through it once as quickly as possible and then hang up.
About half an hour; I'd make sure he understands at least the basics.
None at all; I'd get frustrated the first time he says, "I don't understand."
Customer is always right!
True
False
The 3 important qualities of customer service center around three “P”s. (Choose all that apply)
Professionalism
Patience
“People-first” attitude.
Paradox
