NEW
Font size
WorksheetsCustomer Service Quiz
Total questions: 20
Worksheet time: 10mins
Customer service mainly refers to:
Selling goods to customers
Supporting customers before, during and after service
Convincing customers to buy products
Managing company profits
A customer can best be defined as a person who:
Enquires about products
Visits an organisation
Purchases or uses goods or services
Communicates with staff
The major benefit of good customer service for an organisation is:
Reduction in employee workload
Increase in customer trust and loyalty
Increase in advertising cost
Faster internal communication
Which behaviour reflects effective customer handling?
Responding quickly without listening
Giving standard replies
Listening actively and responding politely
Ending conversations early
First impression in customer service is influenced most by:
Office infrastructure
Dress code and body language
Company policies
Customer expectations
Patience in customer service is important because:
Customers speak slowly
Problems take time to resolve
It avoids unnecessary arguments
It reduces service cost
Effective verbal communication means:
Speaking continuously
Using professional words only
Communicating clearly and politely
Providing detailed explanations always
Which is an example of non-verbal communication?
Email message
Phone conversation
Facial expressions
Written notice
While handling a complaint, the FIRST step should be to:
Apologise immediately
Identify who is at fault
Listen carefully to the customer
Offer a solution
Professional customer service behaviour includes:
Using informal language
Being friendly at all times
Maintaining punctuality and discipline
Talking freely with customers
Customer feedback is collected mainly to:
Analyse customer complaints
Improve service quality
Maintain records
Evaluate staff performance
Telephone etiquette does NOT include:
Greeting the caller
Speaking clearly
Putting the caller on hold without informing
Thanking the caller
Empathy in customer service means:
Feeling sorry for customers
Accepting customer demands
Understanding customer feelings and concerns
Agreeing with every complaint
A barrier to effective customer service communication is:
Active listening
Positive body language
Use of technical language
Clear explanation
Written communication is MOST suitable when:
Immediate response is needed
Body language is important
A permanent record is required
Customers are emotional
A satisfied customer is MOST likely to:
Compare prices frequently
Ignore service quality
Return and recommend the business
Ask for discounts regularly
When a customer is angry, the service executive should:
Respond firmly
Remain calm and attentive
End the interaction quickly
Explain company rules first
Good customer service helps in:
Reducing customer interaction
Improving organisational image
Increasing employee pressure
Limiting customer feedback
The MOST important skill in customer service is:
Product knowledge
Technical ability
Communication skills
Speed of service
The ultimate goal of customer service is to:
Resolve complaints
Retain customers
Meet customer needs effectively
Follow organisational rules
