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WorksheetsAcknowledgement Quiz
Total questions: 10
Worksheet time: 6mins
What is the definition of acknowledgement?
It lets a person know we understand them and what they said is important
To celebrate an achievement
To apologize for something
To ignore or deny the existence or truth of something
How would you acknowledge a customer concern about a late fee?
Blame the customer for not paying on time
Ignore the customer's concern and move on to collect the money
Tell the customer that there is nothing you can do about it
Confirm that you understand the concern and provide a suitable option
How would you acknowledge a customer's concern about not knowing of a pending payment?
Confirm that you understand the concern and provide all the details needed
Laugh at the customer for being upset about a pending payment
Ignore the customer's concern and refuse to offer additional assistance.
Blame the customer for paying late
How would you acknowledge a customer concern about poor customer service?
Apologize for the poor service and express a willingness to address the issue.
Ignore the customer's concern
Laugh at the customer's complaint
Blame the customer for the poor service
When asking for information, say:
(a)
When the customer provides you with information, say:
(a)
Is interrupting the customer a good way to handle a call?
TRUE
FALSE
Which of the following options is more suitable for this statement? "Are you able to hold for 2 minutes while I pull up your information on the computer?"
Extending the hold time
Asking for permission
Thank the customer
Which of the following options is more suitable for this statement? "Thank you for holding Mr. Anderson. My research is taking longer than expected; could you please hold for another 2 minutes?"
Extending the hold time
Asking for permission
Thank the customer
Which of the following options is more suitable for this statement? "Thank you for patiently waiting; I have the information right here!"
Extending the hold time
Asking for permission
Thank the customer
