NEW
Font size
WorksheetsDTM 10203 Quiz
Total questions: 5
Worksheet time: 50secs
What is the most important quality of good customer service?
Fast response time
Friendly attitude
Knowledgeable staff
All of the above
When handling a customer complaint, what is the first step a customer service representative should take?
Offer a discount
Apologize immediately
Listen carefully to the customer
Transfer the call to a manager
How should a customer service representative respond if they do not know the answer to a customer's question?
Make an educated guess
Admit they don't know and do nothing
Say they will find out and follow up with the customer
Ask the customer to check the website
What is an effective way to handle an angry customer?
Argue back and defend the company
Stay calm, listen, and empathize with their frustration
Transfer the call immediately
Tell the customer to calm down
Why is follow-up important after resolving a customer issue?
To make the customer feel valued
To ensure the problem is fully resolved
To gather feedback for service improvement
All of the above
