Advanced Customer Service Questions! Trivia Quiz

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| By Catherine Halcomb
Catherine Halcomb
Community Contributor
Quizzes Created: 1429 | Total Attempts: 6,058,033
Questions: 12 | Attempts: 185

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Advanced Customer Service Questions! Trivia Quiz - Quiz

What we have here is an advanced customer service questions quiz! One of the strengths that business can have is having a good relationship with its clients and helping them when they have issues about how the firms’ services, products and function operates. How about you take up the quiz below and see if you need a refresher on customer relations to up your skills to give better services to callers.


Questions and Answers
  • 1. 

    Which of these is not one of the six steps to a good customer service call?

    • A.

      Issue Determination

    • B.

      Call Direction

    • C.

      Troubleshooting

    • D.

      Sympathizing

    Correct Answer
    D. Sympathizing
    Explanation
    Sympathizing is not one of the six steps to a good customer service call. The six steps typically include issue determination, call direction, troubleshooting, providing solutions, offering additional assistance, and ensuring customer satisfaction. While sympathizing with the customer's situation is important, it is not considered a separate step in the process. Instead, it is often incorporated into the overall communication and problem-solving approach during the call.

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  • 2. 

    Which of these is not a common question to ask when troubleshooting a customer’s issue?

    • A.

      Are there any other issues you need help with?

    • B.

      Have you had this issue in any other report?

    • C.

      When was the last time that you defragged your computer?

    • D.

      When did the problem first occur?

    Correct Answer
    C. When was the last time that you defragged your computer?
    Explanation
    The question "When was the last time that you defragged your computer?" is not a common question to ask when troubleshooting a customer's issue because defragmenting a computer is a maintenance task that helps optimize the performance of the hard drive, but it is not directly related to specific issues or problems that a customer may be experiencing. The other three questions are more relevant to identifying the cause of the issue and finding a solution.

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  • 3. 

    Why should you avoid “dead air” on a call?

    • A.

      It makes the customer uneasy

    • B.

      You gain confidence when you have dead air on the call

    • C.

      It forces the customer to give you more information

    • D.

      You shouldn’t, it is a good call control tactic

    Correct Answer
    A. It makes the customer uneasy
    Explanation
    Dead air refers to periods of silence or lack of communication during a call. This can make the customer feel uncomfortable and uncertain, as they may interpret the silence as disinterest or lack of attention from the representative. Maintaining a continuous flow of conversation helps to build rapport and trust with the customer, ensuring a positive customer experience. Therefore, it is important to avoid dead air on a call to keep the customer at ease and engaged in the conversation.

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  • 4. 

    What are 3 key elements of the definition of empathy?

    • A.

      Feelings, situations, needs

    • B.

      Motives, situations, needs

    • C.

      Feelings, Situations, Motives

    • D.

      Needs, Feelings, Motives

    Correct Answer
    C. Feelings, Situations, Motives
    Explanation
    The three key elements of the definition of empathy are feelings, situations, and motives. Empathy involves understanding and sharing the emotions and experiences of others, which is why feelings are an important element. Situations refer to the context in which the emotions and experiences occur, helping to provide a deeper understanding. Motives are also crucial as they help in comprehending the underlying reasons behind someone's emotions and actions. By considering these three elements, individuals can develop a greater sense of empathy towards others.

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  • 5. 

    Which of these is not  a question to ask yourself when trying to empathize with the customer?

    • A.

      In the end, what would make this customer satisfied or (better yet) happy, and is there any reason I can't do it or find someone who can?

    • B.

      How does the person I'm trying to help feel?

    • C.

      No matter the request or the "rules," is there something I can/should do to help?

    • D.

      How can I get them fixed as fast as possible?

    Correct Answer
    D. How can I get them fixed as fast as possible?
    Explanation
    The question "How can I get them fixed as fast as possible?" is not a question to ask yourself when trying to empathize with the customer because it focuses solely on finding a quick solution without considering the customer's feelings or satisfaction. Empathy involves understanding and addressing the customer's emotions and needs, rather than prioritizing speed.

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  • 6. 

    Which of these is not a benefit of Active Listening/Empathetic Listening?

    • A.

      Reduces tension

    • B.

      Builds Trust

    • C.

      Encourages information gathering

    • D.

      Allows you to get your point across

    Correct Answer
    D. Allows you to get your point across
    Explanation
    Active listening or empathetic listening is a communication technique that focuses on fully understanding and engaging with the speaker. It involves giving full attention, paraphrasing, and providing feedback to the speaker. While active listening has numerous benefits, such as reducing tension, building trust, and encouraging information gathering, it does not prioritize getting one's point across. Instead, active listening emphasizes understanding the speaker's perspective and promoting effective communication by acknowledging their thoughts and feelings.

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  • 7. 

    Which of these are tips for Effective Communication?

    • A.

      Listen, Talk Slower, Multitask

    • B.

      Take notes, avoid techno-speak, limit distractions

    • C.

      Speak clearly, talk slower, Multi-task

    • D.

      Take notes, talk faster, listen

    Correct Answer
    B. Take notes, avoid techno-speak, limit distractions
    Explanation
    This answer is correct because taking notes helps in retaining information and staying organized during communication. Avoiding techno-speak ensures that the message is easily understood by everyone, regardless of their technical knowledge. Limiting distractions helps in maintaining focus and giving full attention to the conversation.

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  • 8. 

    What is the best way to convert this statement into a Positive Language: You have to take the system offline before I can make a repair.

    • A.

      I’ll be more than happy to do that after you do what I tell you

    • B.

      In order to make the repairs to your system, and avoid dataloss, I will need to take your system offline

    • C.

      I am positive that I cannot do anything to help you until we take the system offline

    • D.

      I can’t do anything until you take the system offline

    Correct Answer
    B. In order to make the repairs to your system, and avoid dataloss, I will need to take your system offline
  • 9. 

    You should always use the mute button on your phone in order to filter out extraneous noise.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Using the mute button on your phone is not always necessary to filter out extraneous noise. It depends on the specific situation and the level of noise present. While muting the phone can be helpful in certain cases, such as during a noisy environment or when you don't want others to hear your background noise, it is not a universal solution. In some situations, adjusting the volume or finding a quieter location may be more appropriate. Therefore, the statement "You should always use the mute button on your phone in order to filter out extraneous noise" is false.

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  • 10. 

    If you get a call that you know is going to end up going to a supervisor, or higher. Make sure your notes explain in detail exactly what you told the customer, why you told it to them, where/who you got your information from and send an e-mail written in the most professional and legal language explaining what happened on the call to your supervisor, Tech EVP and possibly Legal and the Customer. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The correct answer is False because the statement suggests that in the given situation, it is necessary to send an email to the supervisor, Tech EVP, Legal, and the customer. However, this may not always be the case. Depending on the specific circumstances, it may not be required or appropriate to involve all these parties.

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  • 11. 

    Who said “If you make customers unhappy in the physical world, they might each tell 6 friends.  If you make a customer unhappy on the Internet, they can each tell 6,000 friends” 

    • A.

      Stephen Covey

    • B.

      Jeff Bezos

    • C.

      John Russel

    • D.

      Ross Perot

    Correct Answer
    B. Jeff Bezos
    Explanation
    Jeff Bezos said, "If you make customers unhappy in the physical world, they might each tell 6 friends. If you make a customer unhappy on the Internet, they can each tell 6,000 friends." This quote highlights the power of the internet and the potential for negative experiences to be amplified through online platforms. Bezos, as the founder and CEO of Amazon, understands the importance of customer satisfaction and the potential impact of negative word-of-mouth in the digital age.

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  • 12. 

    Which of the following is not an aspect of a good call closing?

    • A.

      Verify the problem is resolved

    • B.

      Advise them of their support hours

    • C.

      Cover the troubleshooting steps that were taken

    • D.

      Thank them for calling

    Correct Answer
    B. Advise them of their support hours
    Explanation
    Advising the caller of their support hours is not an aspect of a good call closing because it is not directly related to resolving the caller's problem or providing them with necessary information. While it is important to thank the caller for calling and to verify that the problem is resolved, and to cover the troubleshooting steps that were taken, advising them of support hours is not a crucial component of a good call closing.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 31, 2012
    Quiz Created by
    Catherine Halcomb
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