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.
It makes the customer uneasy
You gain confidence when you have dead air on the call
It forces the customer to give you more information
You shouldn’t, it is a good call control tactic
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Listen, Talk Slower, Multitask
Take notes, avoid techno-speak, limit distractions
Speak clearly, talk slower, Multi-task
Take notes, talk faster, listen
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I’ll be more than happy to do that after you do what I tell you
In order to make the repairs to your system, and avoid dataloss, I will need to take your system offline
I am positive that I cannot do anything to help you until we take the system offline
I can’t do anything until you take the system offline
True
False
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Stephen Covey
Jeff Bezos
John Russel
Ross Perot
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Issue Determination
Call Direction
Troubleshooting
Sympathizing
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Reduces tension
Builds Trust
Encourages information gathering
Allows you to get your point across
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Verify the problem is resolved
Advise them of their support hours
Cover the troubleshooting steps that were taken
Thank them for calling
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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?
How does the person I'm trying to help feel?
No matter the request or the "rules," is there something I can/should do to help?
How can I get them fixed as fast as possible?
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True
False
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Feelings, situations, needs
Motives, situations, needs
Feelings, Situations, Motives
Needs, Feelings, Motives
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Quiz Review Timeline (Updated): Mar 19, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
Primebeef Co. Customer Service
Serving only quality products and excellent courtesy.
Remember to read each question and answer carefully. Take note of the feedback after each question.
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