How Is Your Level In Customer Services
This quiz is about Customer Service, how to deal with Difficult Situations and Interactions, and why it is import and ways you are delivering quality customer service.
Questions and Answers
- 1.
Why is Great Costumer Service Important?
- A.
A. The customer is happy.
- B.
B. You experience less grief from the costumer.
- C.
C. Stress levels are down.
- D.
D. All of the Above
Correct Answer
D. D. All of the AboveExplanation
Great customer service is important because it leads to customer satisfaction, which in turn leads to a happy customer. When customers are happy, they are more likely to continue doing business with the company and recommend it to others. Additionally, providing great customer service helps to minimize complaints and conflicts, reducing grief for both the customer and the company. It also helps to create a positive work environment with lower stress levels for employees. Therefore, all of the above reasons make great customer service important.Rate this question:
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- 2.
Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Taking pride in your work shows that you have a strong work ethic and care about the quality of your service. Smiling creates a positive and welcoming atmosphere for the customer. Being alert and aware helps you anticipate the customer's needs and provide prompt assistance. Not being afraid to ask for help shows that you are willing to go the extra mile to ensure customer satisfaction. All of these factors contribute to the overall service experience for the customer, making the statement true.Rate this question:
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- 3.
When Dealing with a Customer, You Should Not?
- A.
A. Get caught up in an argument.
- B.
B. Use the word "NO"
- C.
C. Give out orders or place blame on the Customer.
- D.
D. All of the Above.
Correct Answer
D. D. All of the Above.Explanation
When dealing with a customer, it is important to maintain a professional and respectful demeanor. Getting caught up in an argument can escalate the situation and damage the relationship with the customer. Using the word "NO" can come across as dismissive and unhelpful, which can frustrate the customer. Giving out orders or placing blame on the customer can make them feel belittled and unvalued. Therefore, it is best to avoid all of these behaviors when dealing with a customer.Rate this question:
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- 4.
Customers are more easily satisfied if their expectations are effectively managed.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Customers are more easily satisfied if their expectations are effectively managed because when customers have clear and realistic expectations, it becomes easier for businesses to meet or exceed those expectations. By effectively managing expectations, businesses can ensure that customers receive the products or services they expect, leading to higher levels of satisfaction. This can result in repeat business, positive word-of-mouth recommendations, and overall customer loyalty. On the other hand, if expectations are not effectively managed, customers may feel disappointed or let down, leading to dissatisfaction and potentially negative reviews or feedback.Rate this question:
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- 5.
Most upset customers will calm down if you offer a sincere apology.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Apologizing sincerely to upset customers can help in calming them down. When customers feel heard and acknowledged, it can alleviate their frustration and make them more receptive to finding a resolution. A genuine apology shows empathy and a willingness to take responsibility for any mistakes or issues that may have caused the customer's dissatisfaction. By offering a sincere apology, businesses can demonstrate their commitment to customer satisfaction and potentially turn a negative experience into a positive one.Rate this question:
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- 6.
A complaining customer is?
- A.
A. Always right
- B.
B. Almost right
- C.
C. Often lying
- D.
D. Always the customer
Correct Answer
D. D. Always the customerExplanation
The correct answer is D. Always the customer. This answer suggests that regardless of the situation, the customer should always be given priority and their concerns should be addressed. It implies that the customer's perspective and experience should be valued and respected, even if they may not always be correct. This approach is important in maintaining good customer relations and providing excellent customer service.Rate this question:
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- 7.
Customers who complain want?
- A.
A. Something for nothing.
- B.
B. To be heard and have their experience validated.
- C.
C. To vent for the sport of it.
- D.
D. To be made majority shareholders in the company.
Correct Answer
B. B. To be heard and have their experience validated.Explanation
Customers who complain want to be heard and have their experience validated. When customers complain, they are looking for acknowledgement and empathy from the company. They want their concerns to be taken seriously and for the company to understand the impact of their negative experience. By listening to their complaints and validating their experience, the company can show that they value their customers and are committed to addressing their concerns. This can help to build trust and loyalty with the customer.Rate this question:
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- 8.
When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When you answer a call and the customer needs assistance from another department, it is your responsibility to ensure that the customer is connected to someone who can help. This means that you should not just transfer the call blindly, but rather take the necessary steps to ensure that the customer's issue is resolved. This may involve gathering information from the customer, understanding their needs, and then transferring them to the appropriate department or individual who can provide the necessary assistance. By doing so, you are demonstrating a commitment to customer service and ensuring that their needs are met.Rate this question:
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- 9.
Customers who complain?
- A.
A. Had unhappy childhoods.
- B.
B. Are genetically predisposed to be sourpusses.
- C.
C. Have trouble in their primary relationships.
- D.
D. Are doing you a service in identifying what isn’t working in your business or organization.
Correct Answer
D. D. Are doing you a service in identifying what isn’t working in your business or organization.Explanation
Customers who complain are doing you a service in identifying what isn't working in your business or organization. Complaints provide valuable feedback and allow you to address any issues or shortcomings in your products, services, or processes. By listening to and addressing customer complaints, you can improve your business and better meet the needs and expectations of your customers.Rate this question:
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- 10.
What ______% of Customers never complain?
Correct Answer
96%Explanation
The answer states that 96% of customers never complain. This means that a large majority of customers do not express their dissatisfaction or raise any issues with the company or its products/services. It suggests that the company has a high level of customer satisfaction and that only a small percentage of customers have complaints.Rate this question:
- 11.
How many people will a dissatisfied customer tell about their experience?
- A.
A. 5 to 6 people, although 13% who have a problem with an organization recount the incident to more than 20 people.
- B.
B. 9 to 10 people
- C.
C. 3 to 6 people
- D.
D. 9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.
Correct Answer
D. D. 9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.Explanation
A dissatisfied customer will typically tell 9 to 10 people about their experience. However, it is important to note that 13% of customers who have a problem with an organization will share their negative experience with more than 20 people.Rate this question:
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- 12.
It can cost up to _____ times as much to attract a new customer than to retain and existing one. (enter a number)
Correct Answer
5Explanation
It can cost up to 5 times as much to attract a new customer than to retain an existing one. This means that the resources, time, and effort required to acquire a new customer are significantly higher compared to maintaining a relationship with an existing customer. By focusing on customer retention, businesses can save costs and maximize their profitability.Rate this question:
- 13.
Is there such thing as a difficult person?
- A.
A. No, all people are easy to work with
- B.
B. Yes, customers are inherently difficult
- C.
C. No, the correct view is there are difficult situations and interactions
- D.
D. None of the above.
Correct Answer
C. C. No, the correct view is there are difficult situations and interactionsExplanation
This answer suggests that there is no such thing as a difficult person, but rather difficult situations and interactions. It implies that people's behavior may vary depending on the circumstances and the way they interact with others.Rate this question:
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- 14.
When dealing with an aggressive customer, which of the following will help?
- A.
A. Taking a deep breath.
- B.
B. Not responding with aggression.
- C.
C. Ask, and keep asking, for the facts.
- D.
D. All of the above.
Correct Answer
D. D. All of the above.Explanation
Taking a deep breath can help in managing one's own emotions and maintaining composure when dealing with an aggressive customer. Not responding with aggression is important as it can escalate the situation further and make it more difficult to resolve. Asking for the facts allows for a better understanding of the customer's concerns and helps in finding a solution. Therefore, all of the mentioned actions can be helpful when dealing with an aggressive customer.Rate this question:
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- 15.
Select all of the things you can do to aide in helping with a difficult interaction or situation. Check all that apply.
- A.
A. Take a deep breath
- B.
B. Interrupt the customer so you can take control of the call.
- C.
C. Listen to what is being said and take notes.
- D.
D. Apologize if necessary to the customer.
- E.
E. Never give excuses.
Correct Answer(s)
A. A. Take a deep breath
C. C. Listen to what is being said and take notes.
D. D. Apologize if necessary to the customer.
E. E. Never give excuses.Explanation
Taking a deep breath can help to calm oneself and maintain composure during a difficult interaction or situation. Listening to what is being said and taking notes allows for better understanding and helps in finding a solution. Apologizing if necessary shows empathy and can help to de-escalate the situation. Never giving excuses demonstrates accountability and a willingness to find a resolution. Interrupting the customer to take control of the call is not helpful as it can further escalate the situation.Rate this question:
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- 16.
Select all of the things you should never say or do when dealing with a difficult interaction or situation. Check all that apply.
- A.
A. You should let the customer know you are not with this department.
- B.
B. You should let the customer know it is not your fault.
- C.
C. You should jump to conclusions and interrupt the customer whenever necessary.
- D.
D. You should lose your temper if the customer is rude.
Correct Answer(s)
A. A. You should let the customer know you are not with this department.
B. B. You should let the customer know it is not your fault.
C. C. You should jump to conclusions and interrupt the customer whenever necessary.
D. D. You should lose your temper if the customer is rude.Explanation
The correct answers are A, B, C, and D. These options explain the things that should never be said or done when dealing with a difficult interaction or situation. Option A suggests that it is important to let the customer know that you are not with the department they are looking for, which helps in redirecting them to the right person. Option B advises not to blame yourself and instead let the customer know that it is not your fault, as this helps in maintaining a professional approach. Option C states that jumping to conclusions and interrupting the customer is not advisable, as it can hinder effective communication. Option D suggests that losing your temper is not appropriate, even if the customer is rude, as it can escalate the situation further.Rate this question:
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- 17.
When dealing with a customer who is vague, is it better to patient with them while trying to bring them back to the issue?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is better to be patient with a vague customer while trying to bring them back to the issue because rushing or pressuring them may lead to misunderstandings or frustration. Being patient allows the customer to clarify their thoughts and express their concerns more effectively, leading to a better understanding of their needs and ultimately a more satisfactory resolution to their issue.Rate this question:
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- 18.
The most credible advertising is a satisfied customer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that a satisfied customer is the most trustworthy and effective form of advertising. When a customer is happy with a product or service, they are more likely to share their positive experience with others, which can influence their purchasing decisions. This word-of-mouth advertising is often seen as more credible and trustworthy compared to traditional forms of advertising.Rate this question:
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- 19.
Which of the following does not contribute to the image you project?
- A.
A. Body language
- B.
B. Choice of words
- C.
C. Your specific job title
- D.
D. Tone of voice
Correct Answer
C. C. Your specific job titleExplanation
Your specific job title does not contribute to the image you project because it is an external label that does not reflect your personal qualities or characteristics. It is a title given to you by your organization and may not accurately represent your skills, abilities, or values. The way you carry yourself, communicate through body language, choose your words, and use your tone of voice are all factors that contribute to the image you project.Rate this question:
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- 20.
If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
- A.
A. 68% to 75%
- B.
B. 36% to 49%
- C.
C. 54% to 70%
- D.
D. None of the above.
Correct Answer
C. C. 54% to 70%Explanation
When a customer's complaint is resolved to their satisfaction, it increases the likelihood that they will continue to stay with the company. The range of 54% to 70% suggests that a significant percentage of customers, more than half, are likely to stay with the company after their complaint has been resolved. This indicates that resolving complaints effectively can have a positive impact on customer retention.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Nov 04, 2013Quiz Created by
Habob
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