NEW
Font size
WorksheetsGE 102 Quiz 1 in Midterm (WEEK 7 and 8)
Total questions: 20
Worksheet time: 15mins
Which strategy is best used for an emotional customer?
Interrupt the customer to let them know it's not your fault
Put the customer on hold for 3 - 5 minutes as a cooling off period
Tell them you can help them if they be quiet
Use active listening and do not interrupt
Which of the following are important components of good communication as it relates to customer service:
using a friendly tone and a smile
making eye contact when interacting face-to-face
using proper grammar and spelling in written communications
.All of the answers are correct.
When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.
Wrong information; are worthless
Value; are sold
Poor customer service; lose their value
Good service; meet the customers interest
How can body language be improved in a call center environment?
Use whatever emotion you brought from home on the call
Focus on sitting up straight with your feet on the floor
Reclining in your chair until you're comfortable
Do exercises while talking to customers on the phone
The degree to which a product or service meets a customer's expectations is called?
rate of return
consumer affiliation
customer loyalty
customer satisfaction
What is the goal of empathetic listening?
Its goal is that the customer won't get more upset than they already are
Its goal is to act like you care about the customer's problem
Empathetic listening is not necessary with every customer service problem
Its goal is having the customer know that you understand exactly what their problem is and that you have a clear understanding of what happened
Which of the following is NOT one of the characteristics of good customer service?
Professionalism
Promptness
Prices
Politeness
Language, tone and attitude you use convey that to customers. When you put a smile in your voice. Your customer will feel....
Appreciated
Ignored
Overwhelmed
Both Appreciated and Overwhelmed
What is the purpose of a probing question?
To get the answer you want
To dig deeper for more details
To solicit a ''yes'' or '~no'' answer
To verify information
Which is the definition of customer service quality?
Meeting or exceeding customer expectations during each customer encounter for purchases, inquiries and complaints
Providing empathetic listening
Recognizing that the client knows best
None of the answers are correct
Workplace communication is the means by which employees exchange information and ideas. Communicating effectively is a critical aspect of getting any job done, whether it occurs in-person or virtually and is part of the internal communications efforts within an organization
TRUE
FALSE
Data has shown that employees with functioning communication networks in a work-from-home setting are less productive, have greater work-life balance, and have overall better mental health. Proper workplace communication decreases productivity and creativity
FALSE
TRUE
One of the greatest lessons on effective communication in the workplace is this: In any communication situation, it’s not your job to ensure that the other person or people understand your message correctly
TRUE
FALSE
Professionalism in the workplace refers to the way in which employees carry themselves, the attitudes they convey, and the ways they communicate with their co-workers and clients. In other words, it is the conduct, attitude, and behavior of a worker
TRUE
FALSE
If you are given a task to do, do it some other time. Don’t hold yourself accountable and don’t be receptive to feedback and constructive criticism
TRUE
FALSE
You will always have room to grow in your business. Make sure you are taking opportunities to grow. You will grow through experience and through self-development. If the opportunity arises to get more education in your field, take advantage of it. Keep your skills up-to-date and your knowledge valid as you grow in your work
TRUE
FALSE
Workplace etiquette is important because it ensures that your presence won’t be a burden on anyone else’s work experience
FALSE
TRUE
Sympathy requires a deep understanding of human emotion. It’s a characteristic you need to be a true problem-solver
TRUE
FALSE
Effective communication can’t improve efficiency in BPO. By clearly communicating tasks and expectations, service providers can’t ensure that work is completed on time and within budget. This can’t help to streamline operations and reduce costs
FALSE
TRUE
Always have a high level of ethics in your work. Stay within the accepted moral code and follow the code of conduct for your organization. Never perform any questionable acts within the business. Be the kind of person people can trust to do the right thing, no questions asked
TRUE
FALSE
