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WorksheetsEvaluation Test
Total questions: 12
Worksheet time: 36mins
A customer sends this message via email:
“Hi. I dropped off my phone two days ago and haven’t heard anything. What’s going on?”
Write a professional response that you would send as a customer service representative.
You receive a
You receive a call from a frustrated customer. They say:
“This is ridiculous. My laptop was supposed to be ready yesterday and no one called me!”
Briefly describe how you would handle the situation over the phone.
Correct the errors in the following sentence:
“Good morning mr. brown your device was fix and is ready to pickup.”
A customer walks into the store and says:
“I came to collect my iPad, but the card machine isn’t working and I don’t have cash. Can I take the device and pay later?”
How would you respond?
What do you think makes great customer service?
Describe a time when you had to solve a problem for someone else. What did you do?
A customer is quoted $35,000 for a repair. They pay $15,000 as a deposit.
How much do they have left to pay?
If the customer then qualifies for a 10% discount on the balance, how much is their new balance?
A customer calls saying they were told their device would be ready in “two days,” but it’s not yet complete. After checking, you realize the technician meant two business days, and the customer misunderstood.
How would you explain this to the customer without making them feel blamed or dismissed?
A customer returns a phone two weeks after a board repair, claiming it “died again.” Upon inspection, you find the issue is from liquid exposure, which voids the lifetime warranty.
What would you say to the customer to explain the warranty terms professionally and offer support?
A customer says they were told the repair would cost $10,000, but the invoice shows $18,000 due to a necessary additional part. The customer is upset and insists on the original price.
How would you handle this situation and attempt to reach a resolution?
A walk-in customer has been waiting for 20 minutes, and the technician is still occupied. The customer begins showing signs of frustration.
What would you do or say to maintain a positive customer experience?
A customer is ready to collect a repaired device, but after being reminded that the card machine is unavailable, they express frustration and say they don’t have time to go to an ATM.
What options would you offer, and how would you respond to de-escalate the situation?
