WorksheetsCustomer Service Skills Quiz
Total questions: 21
Worksheet time: 11mins
What is one way to show good communication skills when talking to a customer?
Ignore what they are saying
Listen carefully and ask questions
Talk over them
Use big words they might not understand
If a customer is upset, what is the first thing you should do?
Tell them to calm down
Listen to their problem
Walk away
Argue with them
What is a good service recovery strategy if a customer receives the wrong order?
Tell them to eat it anyway
Apologize and offer to replace it
Ignore their complaint
Blame the kitchen staff
Why is cultural sensitivity important in customer service?
It helps you ignore different cultures
It allows you to make fun of different traditions
It helps you respect and understand different cultures
It is not important at all
How can you make a customer experience more personalized?
Treat everyone exactly the same
Use their name and remember their preferences
Ignore their likes and dislikes
Offer the same service to everyone
What is an important part of teamwork in customer service?
Working alone
Blaming others for mistakes
Communicating and helping each other
Competing with your teammates
Which of these is a sign of effective communication?
Talking non-stop
Making eye contact and nodding
Interrupting the speaker
Looking at your phone
What should you do if a customer complaint is not valid?
Argue with the customer
Politely explain the situation
Ignore the customer
Tell them they are wrong
What is a good way to recover from a service failure?
Offer a sincere apology and a solution
Pretend it didn't happen
Blame the customer
Do nothing
How can you show cultural sensitivity to a customer from another country?
Speak only in your language
Learn about their culture and customs
Ignore their cultural differences
Make jokes about their culture
What is one way to make a customer feel special?
Forget their name
Remember their favorite drink
Treat them like everyone else
Ignore them
Why is teamwork important in customer service?
It allows you to work less
It helps provide better service to customers
It makes things more competitive
It is not important
What should you do if you don't understand a customer's complaint?
Guess what they mean
Ask them to explain again
Ignore them
Pretend you understand
How can you show a customer that you are listening to them?
Look around the room
Repeat back what they said
Talk to someone else
Check your watch
What is a benefit of providing personalized customer experiences?
Customers feel ignored
Customers feel valued and appreciated
It takes more time
It is not beneficial
How long after the guests’ seating should the waiter or waitress approach the table?
30 seconds
4 minutes
8 minutes
12 minutes
When the waiter is NOT sure who is paying, where should he or she place the check?
In the chair
Middle of the table
In front of the kids
On the floor
What are good skills to have when being a waitress? (multiple answer choices)
Kind greeting
Smile
By super rude
Occasionally ask if the customer(s) need anything
When handling a guest complaint over the phone, it is a good idea to do what, so that you can develop a complete understanding of the caller's problem?
take notes
offer suggestions
argue back
give excuses
What is the best way to handle a customer complaint?
Quickly offer a solution without listening to the entire problem
Blame the customer for the problem
Listen fully, then work on a solution
Tell the customer that the problem is not a big deal
When a customer is upset, the best approach is to:
Tell them to calm down
Listen actively and acknowledge their feelings
Offer a generic apology and move on
Explain why the problem occurred from the company's perspective