Customer care Quiz Part II

15 Questions | Total Attempts: 126

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Customer Care Quizzes & Trivia

This quiz is to test your understanding of how to deal with customers when on the phone addressing a problem they may have.


Questions and Answers
  • 1. 
    Is it alright to ask a customer to hold if dead air time may be unavoidable (i.e. – if you need to consult a colleague)?
    • A. 

      True

    • B. 

      False

  • 2. 
    Is the use of small talk during dead spots in a call (i.e. – when waiting for a the customer to reboot or while for a screen to load) allowed?
    • A. 

      True

    • B. 

      False

  • 3. 
    Rather than use negative words or phrases such as “I can’t do that,” “I don’t know,” “That’s not my responsibility,” “You called the wrong department,” “We don’t handle that,”  “Unfortunately there’s nothing I can do.” What should an Agent focus on?
    • A. 

      How to get the customer off the line without using one of the phrases above?

    • B. 

      Try and make the customer feel as good as possible?

    • C. 

      Focus on the positives and what can be done for the Customer?

    • D. 

      Focus on how to make the customer feel as good as possible even though you cannot help them?

  • 4. 
    Is it good to build a rapport with the customer?
    • A. 

      True

    • B. 

      False

  • 5. 
    Why should you use empathy when working with a customer? Choose all that Apply.
    • A. 

      To let the customer know you understand their frustration.

    • B. 

      To express genuine concern for the issue at hand.

    • C. 

      To show the customer you know how to handle the problem.

    • D. 

      To acknowledge the importance of the customer’s problem.

  • 6. 
    What is an “understood you”?
    • A. 

      An understood you is written grammatically correct with an imperative clause and is preceded by a complemetizer.

    • B. 

      A command that is directed at someone “You shut the door”.

    • C. 

      An understood you is where the subject (main noun) of a sentence is not actually in the sentence. It is usually used with commands “close the door”.

    • D. 

      A command that directly points someone out “You get me those books”.

  • 7. 
    When trying to work with a customer it is best to give them orders on what do rather than giving them the option to do what you suggest?
    • A. 

      True

    • B. 

      False

  • 8. 
    How often should you check back in on a customer who has been on hold?
    • A. 

      Every 30 seconds or less.

    • B. 

      Every minute or less.

    • C. 

      Every 2 minutes or less.

    • D. 

      No longer than 3 minutes at a time.

  • 9. 
    Maintaining Control of a Call is?
    • A. 

      Keep the calls flowing in the desired direction to achieve a positive outcome. Avoid getting sidetracked in your conversation.

    • B. 

      Remain calm and composed during difficult calls.

    • C. 

      Demonstrate respect to caller through words and actions, regardless of the caller’s attitude toward the agent

    • D. 

      All of the above.

  • 10. 
    Is it alright to talk over customer?
    • A. 

      True

    • B. 

      False

  • 11. 
    When asking a co-worker a quick question should you place the customer on Mute?
    • A. 

      True

    • B. 

      False

  • 12. 
    If you are unable to resolve a problem how can you offer a path to have the issue resolved?
    • A. 

      Mislead the caller with false information to get them off the phone.

    • B. 

      Let the customer you know you are going to research the problem and call them back.

    • C. 

      Offer to escalate the call.

    • D. 

      Ask the user when it would be best to call them back to work on the problem then ask someone else to call the user.

  • 13. 
    If you know the problem has been fixed you do not need to stay on the phone to verify the resolution?
    • A. 

      True

    • B. 

      False

  • 14. 
    If the problem has not been resolved is it ok to follow up with a customer at a later time?
    • A. 

      True

    • B. 

      False

  • 15. 
    When wrapping up a call you should always offer a ticket number and let the customer know which of the following? Choose all that apply.
    • A. 

      Let the customer know it was “My Pleasure Helping you”

    • B. 

      Address the caller by their name and by thanking them at the end of the call.

    • C. 

      Always invite the customer to call back.

    • D. 

      Close the call with the relationship in mind.

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