BC Ghana Customer Service Week 2011 Quiz
This is a fun quiz to test your appreciation of the basics of customer Service. Have fun, print your certificate and enjoy every bit of the celebrations. Your Service throughout the year is highly appreciated!
- 1.1. Which of the following is more important during telephone communication?
- A.
Words used
- B.
Ideas Used
- C.
Tone of voice
- 2.Saying "You'll have to..." is an appropriate answer to guide your customer through instructions.
- A.
True
- B.
False
- 3.The most appropriate phrase when you don't know the answer to a customer's question is:
- A.
"I don't know."
- B.
"Just a second."
- C.
"I'll find out."
- 4.Which of the following statements is true?
- A.
A. Keeping loyal customers is less expensive than finding new customers.
- B.
B. Keeping loyal customers is more expensive than finding new customers.
- C.
C. Keeping loyal customers and finding new customers are equally expensive.
- 5.When listening actively, affirm to show the customer that you:
- A.
A. Are paying attention.
- B.
B. Are busy with other matters.
- C.
C. Have other customers to deal with.
- 6.What should be the best response to this customer who says: "I took my IELTS test last week and am here for my results"
- A.
A. Did you read your confirmation letter?
- B.
B. Sorry, your result will be out 13 working days after the exams date.
- C.
C. Your result is not ready please.
- 7.Which of these statements best describes a good customer service person
- A.
A. Strict, Straight to the point and Policy oriented
- B.
B. Firm and time Conscious
- C.
C. Nice but firm.
- D.
D. Firm but nice
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