Cs Quiz #1
5 Questions
| Attempts: 167
Questions and Answers
- 1.
All except the following are characteristics of high level customer service.
- A.
Responsibilty.
- B.
Empathy.
- C.
Apathy.
- D.
Resiliency.
Correct Answer
C. Apathy. -
- 2.
If a caller is unhappy but you disagree with them, it's okay to...
- A.
Explain to them in a nice way why you disagree with them.
- B.
Promise that the Director of Client Services will follow up with them the next day.
- C.
Acknowledge their feelings.
- D.
Get off the phone as quickly as possible.
Correct Answer
C. Acknowledge their feelings. -
- 3.
You are the first impression for the company. How many seconds on a telephone call does it take to make a good impression on your caller?
- A.
4-6 seconds
- B.
30-60 seconds
- C.
1-2 minutes
- D.
3-4 minutes
Correct Answer
A. 4-6 seconds -
- 4.
When you get off the phone with a difficult caller, it's important to...
- A.
Remain calm.
- B.
Bounce back emotionally and professionally.
- C.
Not take your frustration out on other callers.
- D.
All of the above.
Correct Answer
D. All of the above. -
- 5.
What is usually the tie breaker that causes a client to choose one over another to do business with if all else is equal?
- A.
Outstanding customer service.
- B.
Location of company.
- C.
Size of company.
- D.
None of the above.
Correct Answer
A. Outstanding customer service. -
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Current Version
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Feb 19, 2013Quiz Edited by
ProProfs Editorial Team -
Jun 11, 2012Quiz Created by
Holmic
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