Customer care Recruitment Test

The correct answer is to maintain a normal voice level. This suggests that the person handles disagreements in a calm and respectful manner, without resorting to yelling or aggression. By maintaining a normal voice level, they are likely able to communicate their point of view effectively and engage in constructive dialogue, promoting a healthier resolution to conflicts.

When conversing with clients who have a less extensive vocabulary or lower education level, it is important to adjust one's speech to their level. This means using simpler language and avoiding complex terms or jargon that may be difficult for them to understand. By doing so, it helps to ensure effective communication and avoids any potential misunderstandings. It also shows respect and consideration for the client's needs and helps to create a more comfortable and inclusive environment for them.

When taking a telephone message for a co-worker, it is important to note down the essential information that will allow the co-worker to follow up with the caller. The name of the caller is crucial for identification, the time of the call helps determine urgency, and the telephone number of the caller is necessary for contact. However, the length of the call is the least important item to write down as it does not provide any actionable information for the co-worker.

When a customer complains about bureaucratic red tape, it is important to address their concerns and provide them with an explanation. By telling the customer the reasons why your office needs the information, you can help them understand the importance of the forms and the approval process. This response shows empathy towards the customer's frustration while also providing them with a clear explanation, which can help alleviate their concerns and build trust in the process.

The correct answer suggests that the person would be patient and willing to spend as much time as necessary to help their computer illiterate friend set up their Internet connection. This answer demonstrates a helpful and supportive attitude, showing a willingness to assist their friend until they fully understand the instructions.

The correct answer is "I can 'agree to disagree'. I accept that other people have different viewpoints than my own." This answer reflects a willingness to acknowledge and respect the fact that others may hold different opinions or perspectives. It shows an open-mindedness and a willingness to engage in constructive dialogue, even if one may strongly believe in their own viewpoint.

The correct answer is to let the person finish the story without interrupting. Interrupting someone while they are speaking can be rude and disrespectful. Even if the person is taking a long time to get to the point, it is important to show patience and give them the opportunity to complete their story. By allowing them to finish, you demonstrate good listening skills and respect for their narrative.

When conversing with a person who takes forever to get to the point, the correct answer suggests that the person tries to restrain themselves from finishing the other person's sentences. This implies that they are aware of the other person's tendency to take a long time to express their thoughts and are making an effort to allow them to finish on their own.

It would be best for you to inform the person that you don't know the answer but will find out. This shows that you are willing to help and provide accurate information, even if you don't have it immediately. By offering to find out the answer, you are taking responsibility and ensuring that the customer receives the correct information in a timely manner.

When a person approaches you with complaints about your department, it is important to not dismiss them immediately or assume that they are just venting. The first step should be to check into the legitimacy of the complaints. This means investigating the issues raised and gathering relevant information to assess whether there is any truth to the complaints. By doing so, you demonstrate a willingness to address concerns and improve the department's performance if necessary. This approach promotes accountability and ensures that appropriate actions are taken based on the validity of the complaints.

The answer "I prefer 'give and take'" suggests that the individual prefers a collaborative approach to conflict resolution. They are willing to negotiate and find a middle ground that satisfies both parties involved. This approach shows a willingness to listen to others' perspectives and find mutually beneficial solutions, rather than insisting on having things their own way or always giving in to the other person's demands.

In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client's needs are met. Asking another employee to assist the client allows for uninterrupted service. Escorting Mrs. W. to a room away from the public area provides a private space to address her behavior and discuss the issue calmly and professionally. This approach maintains professionalism and minimizes disruption in the office.

This response suggests that the person would communicate their feelings and needs to their friend/co-worker in a calm and assertive manner. By explaining what is bothering them and asking for some time to themselves, they are addressing the issue directly and seeking a solution that respects their own boundaries and well-being. This approach promotes open communication and the possibility of finding a resolution that is respectful to both parties involved.

If you know that the person your boss gave to the client is no longer the one to contact for the information, the best course of action is to give the individual the correct name and explain that your boss was not aware of the change. This ensures that the client receives the correct information and avoids any confusion or delays. It also allows you to address the situation in a professional and helpful manner, without directly undermining your boss in front of the client.

The phrase "pull it off" means to successfully accomplish or achieve something, typically with effort or difficulty. In this context, the answer suggests that the person will make an attempt to advocate the viewpoint and put in their best effort to convince the client, even though they do not personally believe in it. They are willing to put aside their personal beliefs and try their best to achieve the desired outcome.