We have sent an email with your new password.

Close this window

Effective Communication In Customer Service Industry

22 Questions  I  By Nicoleandzoe
Effective Communication in Customer Service Industry
Taking this quiz will test your knowledge in the customer service industry and how well you communicate with your customers.

  
Changes are done, please start the quiz.


Question Excerpt

Removing question excerpt is a premium feature

Upgrade and get a lot more done!
1.  What is the first thing that you should do when making eye contact with a customer?
A.
B.
C.
D.
2.  Customers who complain:
A.
B.
C.
D.
3.  What is the maximum amount of times that the phone should ring before being answered?
A.
B.
C.
D.
4.  Customer Service Culture is:
A.
B.
C.
D.
5.  Customer satisfaction is a step_____________________ customer service.
6.  Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
A.
B.
C.
D.
7.  An external customer ________________________ while an internal customer is/are ____________.
A.
B.
C.
D.
8.  When dealing with a difficult customer it is important to remember_________________.
A.
B.
C.
D.
9.  A complaining customer is:
A.
B.
C.
D.
10.  It is important to make eye contact with a customer because?
A.
B.
C.
D.
11.  What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
A.
B.
C.
D.
12.  The service industry has a model called _________ steps to customer satisfaction.
A.
B.
C.
D.
13.  What is the service industry’s number one priority?
A.
B.
C.
D.
14.  The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
A.
B.
15.  Closed questions are used to _____________________
A.
B.
C.
D.
16.  In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.
A.
B.
C.
D.
17.  In face-to-face communications, ________ per cent of the communication you have with a customer is body language.
A.
B.
C.
D.
18.  An effective way to approach a problem is:
A.
B.
C.
D.
19.  Communication is a give and take process. As a speaker it is your job to:
A.
B.
C.
D.
20.  A supervisor may criticize an employee in order to:
A.
B.
C.
D.
21.  When a misunderstanding happens with a co-worker you should:
A.
B.
C.
D.
22.  When a misunderstanding happens with a customer you should:
A.
B.
C.
D.
Back to top

Removing ad is a premium feature

Upgrade and get a lot more done!
Take Another Quiz