Advanced Customer Service Questions! Trivia Quiz

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.

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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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.

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.

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.

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.

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.

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.

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.

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.

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.