Customer Care Quiz

20 Questions

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Customer Care Quizzes & Trivia

This quiz is about Customer Service, how to deal with Difficult Situations and Interacations, and why it is import and ways you are delivering quality customer service.


Questions and Answers
  • 1. 
    Why is Great Costumer Service Important?
    • A. 

      The customer is happy.

    • B. 

      You experience less grief from the costumer.

    • C. 

      Stress levels are down.

    • D. 

      All of the Above

  • 2. 
    True or False, Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
    • A. 

      True

    • B. 

      False

  • 3. 
    • A. 

      Get caught up in an argument.

    • B. 

      Use the word "NO"

    • C. 

      Give out orders or place blame on the Customer.

    • D. 

      All of the Above.

  • 4. 
    Customers are more easily satisfied if their expectations are effectively managed. 
    • A. 

      True

    • B. 

      False

  • 5. 
    Most upset customers will calm down if you offer a sincere apology. 
    • A. 

      True

    • B. 

      False

  • 6. 
    • A. 

      Always right

    • B. 

      Almost right

    • C. 

      Often lying

    • D. 

      Always the customer

  • 7. 
    • A. 

      Something for nothing.

    • B. 

      To be heard and have their experience validated.

    • C. 

      To vent for the sport of it.

    • D. 

      To be made majority shareholders in the company.

  • 8. 
    When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.  
    • A. 

      True

    • B. 

      False

  • 9. 
    • A. 

      Had unhappy childhoods.

    • B. 

      Are genetically predisposed to be sourpusses.

    • C. 

      Have trouble in their primary relationships.

    • D. 

      Are doing you a service in identifying what isn’t working in your business or organization.

  • 10. 
    What ______% of Customers never complain?
  • 11. 
    • A. 

      5 to 6 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

    • B. 

      9 to 10 people

    • C. 

      3 to 6 people

    • D. 

      9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

  • 12. 
    It can cost up to _____ times as much to attract a new customer than to retain and existing one. (enter a number)
  • 13. 
    • A. 

      No, all people are easy to work with

    • B. 

      Yes, customers are inherently difficult

    • C. 

      No, the correct view is there are difficult situations and interactions

    • D. 

      None of the above.

  • 14. 
    When dealing with an aggressive customer, whic of the following will help? 
    • A. 

      Taking a deep breath.

    • B. 

      Not responding with agggression.

    • C. 

      Ask, and keep asking, for the facts.

    • D. 

      All of the above.

  • 15. 
    • A. 

      Take a deep breatch

    • B. 

      Interrupt the customer so you can take control of the call.

    • C. 

      Listen to what is being said and take notes.

    • D. 

      Apologize if necessary to the customer.

    • E. 

      Never give excuses.

  • 16. 
    • A. 

      You should let the customter know you are not with this department.

    • B. 

      You should let the customer know it is not your fault.

    • C. 

      You should jump to conclousions and interrup the customer whenever necessary.

    • D. 

      You should lose your temper if the customer is rude.

  • 17. 
    When dealing with a cutomer who is vague, is it better to patient with them while trying to bring them back to the issue?
    • A. 

      True

    • B. 

      False

  • 18. 
    The most credible advertising is a satisfied customer.
    • A. 

      True

    • B. 

      False

  • 19. 
    Which of the following does not contribute to the image you project?
    • A. 

      Body language

    • B. 

      Choice of words

    • C. 

      Your specific job title

    • D. 

      Tone of voice

  • 20. 
    If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
    • A. 

      68% to 75%

    • B. 

      36% to 49%

    • C. 

      54% to 70%

    • D. 

      None of the above.