Check Your Customer Service Knowledge With This Quiz
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- 1.As an employee in customer service, how would you learn your business? Check all that apply.
- A.
Learn about your entire company operation.
- B.
Learn only those products and services that are related to your job.
- C.
Learn about the offerings of your competitors.
- 2.When you look professional, you will act professionally.
- A.
True
- B.
False
- 3.Which one of the following are not one of the key reasons for customer dissatisfaction?
- A.
Employees who don't listen to what the customer is saying.
- B.
Employees who ignore customers completely.
- C.
Employees who don't follow up or follow through.
- D.
Employees who ask too many questions.
- 4.Why should you smile every time you answer a phone call?
- A.
Because you're laughing at your co-workers while picking up the phone
- B.
Because the person on the other end of the line can tell that you are smiling
- C.
Because it will relax the muscles in your face
- D.
Because smiling is fun
- E.
Because you are having a bad day
- 5.You should greet and say the company's name when you answer the phone
- A.
True
- B.
False
- 6.
- A.
True
- B.
False
- 7.Apologize to the customer even if the fault was done by another staff.
- A.
True
- B.
False
- 8.When a misunderstanding happens with a co-worker you should:
- A.
Be honest and admit there is a problem
- B.
Work together to come up with solutions
- C.
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- D.
Both A and B
- 9.A supervisor may criticize an employee in order to:
- A.
Assist that employee in understanding a better or more effective way to do something
- B.
Show an employee who is the boss
- C.
Feel good about themselves
- D.
Ensure the employee knows exactly who the persons are in their chain-of-command
- 10.What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
- A.
We value your business
- B.
We are to busy to handle your business
- C.
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
- D.
None of the above
- 11.What is the maximum amout of times that the phone should ring before being answered?
- A.
1
- B.
2
- C.
3
- D.
4
- 12.When dealing with a difficult customer it is important to remember_________________.
- A.
To not take it personally
- B.
To use positive self-talk
- C.
Both a and b above
- D.
None of the above
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