Customer care Quiz Part 1
(47).webp "Customer care Quiz Part 1 - Quiz")
This quiz is designed to test your knowledge on Customer Care Standards and what to do and not do when answering a call. All Agents where sent a Customer Standards document, please refer to this document to answer the following questions.
- 1.
Why does the BA Score Sheet start with a 0 instead of 100?
- A.
Because a point is the Agents to lose based on responses and actions?
- B.
Because a point is the Agents to lose based how the customer performs?
- C.
Because a point is the Agents earn based on responses and actions?
- D.
Because a point is the Agents to earn based on how the customer performs?
Correct Answer
C. Because a point is the Agents earn based on responses and actions?Explanation
As servant leaders, the best practice is to let the staff member understand that during a call, a point is theirs to earn, and they CHOOSE, through their responses and their actions, what points they earn and don’t earn. To facilitate this, you will find that the BA score sheet starts with a ‘0’ instead of a ‘100’. Points are earned through behaviors demonstrated.Rate this question:
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- 2.
Should a bad Greeting influence how the entire call will be evaluated?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is imperative that behaviors on a score sheet should not influence a Manager’s view of the entire call. For example, a bad greeting with a ‘short’ tone to the customer should not disqualify or affect the entire call unless the behavior is repeated throughout the call.Rate this question:
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- 3.
Which of the following should be used for incoming calls? Choose all that apply.
- A.
Avoid silence and begin your greeting immediately upon answering the phone
- B.
Include a friendly salutation such as: “Thank you for calling...”
- C.
Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
- D.
Provide your name
- E.
Ask for the caller’s first name
Correct Answer(s)
A. Avoid silence and begin your greeting immediately upon answering the phone
B. Include a friendly salutation such as: “Thank you for calling...”
C. Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
D. Provide your nameExplanation
For Incoming Calls
• Avoid silence and begin your greeting immediately upon answering the phone
• Include a friendly salutation such as: “Thank you for calling...”
• Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
• Provide your name
• Ask for the caller’s name
• Use a “helping statement” or offer to assist such as: “How may I help you?”
• Answer the phone focused and confident
• Use a helpful and polite tone
• Complete the greeting more than once to attract the caller’s attention if necessaryRate this question:
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- 4.
Which of the following should be used for outgoing calls? Choose all that apply.
- A.
Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
- B.
Provide your name
- C.
Ask for desired person by their first name
- D.
Include a friendly salutation such as: “Good Morning”
Correct Answer(s)
A. Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
B. Provide your name
D. Include a friendly salutation such as: “Good Morning”Explanation
For Outgoing Calls
• Use the corresponding Service desk name (i.e. Mary Kay Service Desk)
• Provide your name
• Ask for desired person by full name
• Include a friendly salutation such as: “Good Morning”Rate this question:
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- 5.
Which of the following actions will lead to unsatisfactory rating? Choose all that apply.
- A.
Use casual greetings such as: “Hello”, “Hey!”, “Yo!” etc.
- B.
Using the correct Service Desk name
- C.
Fail to ask for the caller’s name or offer assistance
- D.
Greet the customer in a rude or unenthusiastic tone
- E.
Fail to give the customer their full attention
Correct Answer(s)
A. Use casual greetings such as: “Hello”, “Hey!”, “Yo!” etc.
C. Fail to ask for the caller’s name or offer assistance
D. Greet the customer in a rude or unenthusiastic tone
E. Fail to give the customer their full attentionExplanation
AGENTS WILL NOT ACHIEVE IN THIS CATEGORY IF THEY:
Use casual greetings such as: “Hello”, “Hey!”, “Yo!” etc.
Fail to use the correct Service Desk name
Fail to ask for the caller’s name or offer assistance
Greet the customer in a rude or unenthusiastic tone
Fail to give the customer their full attentionRate this question:
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- 6.
Correct posture and a smile when speaking to a caller on the phone, can actually lead to an effect the caller can hear?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Correct your posture and actually smile when you speak. Believe it or not, the caller can hear this effect on the phone!Rate this question:
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- 7.
Raising the pitch of your voice when asking a question indicates what? Check all that apply.
- A.
Understanding
- B.
Sincerity
- C.
Alarm
- D.
Concern
Correct Answer(s)
B. Sincerity
D. ConcernExplanation
Raising the pitch of your voice when asking a question indicates sincerity and concern. When someone raises their voice pitch, it can convey genuine interest and a desire to understand the situation better. It can also indicate concern for the well-being or emotions of the person being asked the question. By raising the pitch, the person asking the question shows that they are actively engaged and empathetic towards the situation, making sincerity and concern appropriate explanations for the given answer.Rate this question:
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- 8.
When speaking to a customer which of the following will cause you to not achieve a satisfactory or good rating?
- A.
Using the term “buddy”
- B.
Using the term “Hey”
- C.
Using the term “Would you click on this”
- D.
Using the wrong name
- E.
All of the above.
Correct Answer
E. All of the above.Explanation
Using any of the mentioned terms, such as "buddy," "Hey," or "Would you click on this," can be seen as unprofessional and disrespectful when speaking to a customer. Additionally, using the wrong name shows a lack of attention to detail and can make the customer feel unimportant. Therefore, using any of these terms will likely result in a customer not giving a satisfactory or good rating.Rate this question:
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- 9.
- Should you check a customer’s profile or contact information when opening a ticket for them.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
• Look at the customer’s profile in the ticketing system. If there is any information listed as “Please Update” or a blank entry request that customer provide you the informationRate this question:
- 10.
When verifying a customer’s identity via security questions which of the following should you do:
- A.
Confirm what is needed for the account you are supporting by checking Socrates or C12 Knowledge base.
- B.
Understand your account’s business reasons for verifying a customer’s identity.
- C.
Ask the user to verify their identity via your account’s specifications depending on the nature of the call.
- D.
None of the above
Correct Answer(s)
A. Confirm what is needed for the account you are supporting by checking Socrates or C12 Knowledge base.
B. Understand your account’s business reasons for verifying a customer’s identity.
C. Ask the user to verify their identity via your account’s specifications depending on the nature of the call.Explanation
The correct answer is to confirm what is needed for the account you are supporting by checking Socrates or C12 Knowledge base, understand your account's business reasons for verifying a customer's identity, and ask the user to verify their identity via your account's specifications depending on the nature of the call. This is because when verifying a customer's identity, it is important to ensure that you are following the specific guidelines and requirements of the account you are supporting. Checking Socrates or C12 Knowledge base can provide you with the necessary information. Understanding the account's business reasons for verifying identity helps you to better assist the customer. Asking the user to verify their identity based on the account's specifications ensures that the process is tailored to the specific situation.Rate this question:
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- 11.
Using paraphrasing can lead to an unsatisfactory rating?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
AGENTS WILL NOT ACHIEVE IN THIS CATEGORY IF THEY:
Use parrot-phrasing. Parrot-phrasing is merely speaking the customer’s words back to him / her. This in no way confirms an understanding of the issue and can lead to caller frustrationRate this question:
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- 12.
What is parrot-phrasing?
- A.
Putting a customer’s ideal in your own words and stating it back to them.
- B.
Simply saying a customer’s words back to them.
- C.
Understanding what a customer is saying then telling them what they what needs to be done.
- D.
Listening to the customer and then telling them what you are going to do.
Correct Answer
B. Simply saying a customer’s words back to them.Explanation
Paraphrasing is the act of restating or rephrasing someone's words or ideas in your own words. In the context of customer service, paraphrasing involves listening to the customer and then repeating their words back to them in order to ensure understanding and show empathy. It helps to confirm that you have understood the customer's concern or request correctly, and it also reassures the customer that you are actively listening and engaged in the conversation. This technique is important in effective communication and building rapport with customers.Rate this question:
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- 13.
Skipping the step of understanding what a customer’s issue is can lead to an unsatisfactory rating?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Skipping the step of understanding what a customer's issue is can lead to an unsatisfactory rating because without fully understanding the problem, it becomes difficult to provide an appropriate solution or assistance. By skipping this step, the customer may feel unheard or misunderstood, resulting in dissatisfaction with the service provided. Understanding the customer's issue is crucial in order to address their concerns effectively and provide a satisfactory resolution.Rate this question:
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- 14.
You should always speak clearly and professionally when speaking to a customer, which of the following are bad examples speaking clearly and professionally? Choose all that apply.
- A.
Customer: “Should I reboot my computer more than once a week” Tech: “Yeah, I would recommend shutting done your system nightly”
- B.
Customer: “ During the email outage can I still use the OWA site” Tech: “Nah, it is done also. We will let you know when they are back up”
- C.
Customer: “I deleted a file I need and I can not find it in my recycle bin, what can I do” Tech: “Uh-oh, I am afraid there is nothing we can do. The file is lost and will have to be recreated.
- D.
Customer: “What are the Help Desk hours?” Tech: “Robert, the hours are from 7am to 8pm”
Correct Answer(s)
A. Customer: “Should I reboot my computer more than once a week” Tech: “Yeah, I would recommend shutting done your system nightly”
B. Customer: “ During the email outage can I still use the OWA site” Tech: “Nah, it is done also. We will let you know when they are back up”
C. Customer: “I deleted a file I need and I can not find it in my recycle bin, what can I do” Tech: “Uh-oh, I am afraid there is nothing we can do. The file is lost and will have to be recreated.Explanation
The given answer is correct because in all three examples, the technician is using informal language, slang, and a casual tone which is not professional or clear. The technician should be using proper grammar, formal language, and a polite tone when speaking to a customer.Rate this question:
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- 15.
Using voice inflection indicates which of the following? Choose all that apply.
- A.
Confidence
- B.
Indifference
- C.
Empathy
- D.
Uncertainty
- E.
Assertion
- F.
Disagreement
Correct Answer(s)
A. Confidence
C. Empathy
E. AssertionExplanation
Using voice inflection can indicate confidence, empathy, and assertion. When someone speaks with confidence, their voice may be strong, clear, and steady. Empathy can be conveyed through voice inflection by sounding understanding, compassionate, and caring. Assertion can be demonstrated through a firm and assertive tone. However, voice inflection alone may not accurately convey indifference, uncertainty, or disagreement, as these emotions can be communicated through other means such as body language or explicit verbal statements.Rate this question:
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