Customer Relations Guide Comhension Quiz

Put yourself in the customers situation.

Make the customer feel that that they are valued and not just another call.

Let the customer know that you will bring their problem to the attention of a manager immediately.

Both A and B.

All of the above.

Non-verbal communications.

Feedback.

Answering the phone in 2 to 3 rings.

Paraphrasing.

Listening.

Always smile while talking and sit up straight.

Speak quickly and give the customer as much information as possible in the shortest time.

Speak with variations of pitch, not in a monotone.

Both A and C.

All of the above.

Knowing what your customer needs and giving it to them.

Listening carefully to the customer and repeating what they have said back to them.

Assuring the customer that we will do everything we can to resolve their problems.

The ability to put yourself in the place of another person, and see from their point of view.

None of the above.

I understand your situation, and I can personally help you now.

Your call is very important to me, could you hold one moment while I speak to my manager about your problem.

Yes, I understand how you feel, could you hold one moment while I research a possible solution to the problem.

All of the above.

None of the above.

Follow the company phone answering script.

Be upbeat and identify yourself.

Repeat and confirm.the customers information.

Make sure to put special notes and instructions on the customers service ticket.

All of the above.

Inadequate or inaccurate information can lead to a misdiagnosis by the technician.

It can help the company keep costs down by potentially eliminating a second trip to the house.

Giving the technician every detail of the customers life will allow them to interface better with the customer.

All of the above.

Both A and B.

It is alright to pickup and incoming call and tell the customer "Please hold" if you have multiple lines ringing.

It is all right not to ask the customer to hold if you have just told them you are going to transfer their call.

Ask the customer for permission to put them on hold and wait until they haven given you a response before putting them on hold.

Both A and C.

None of the above.

Call the customer back promptly as soon as you have useful information and can fully answer their questions.

It is absolutely critical that the customer is contacted within a day or two of the initial service call, even if the return status or a resolution to their problem is yet unclear.

Even if you have no information for a customer who has called in with a question or problem, return their call promptly and advise them you will call them pack within a specific time.

All of the above.

Both B and C.

Relay pertinent information such as your name, the company name, the reason for the call and whether or not the customer should call back.

Speak slowly clearly and loudly enough to avoid confusion.

Leave a return phone number spoken slowly and clearly stating the number two times

All of the above.

Both A and B.

Avoid placing blame on the appliance, manufacturer or another service company.

Avoid a negative attitude.

Avoid using the words "can't" or "won't" or other negative words.

Avoid asking customer for extra contact methods such as cell phones and e-mail addresses

Avoid Leaving the customer without an explanation of the "next step" in the service call process.

Apologize sincerely.

Fix the problem quickly.

Do something extra for the customer.

Personally follow-up with the customer.

All of the above

Don't loose your calmness.

Don't loose your cool.

Don't further anger the customer.

Don't place the customer on hold.

Don't allow the customer to vent their anger.

Encourage the customer to give you all the details of their problem.

Encourage the customer to tell you exactly what was done wrong.

Encourage the customer to vent their emotions.

Encourage the customer to contact the manufacturer of their appliance.

Encourage the customer to put all their emotions in writing and send it to the office.

Find out what the customer wants.

Find out why the customer became angry.

Find out what you can do to solve the problem.

Find out the facts.

Find out who the technician was.

Understand your customers feelings.

Understand the facts of the problem.

Understand the best way to fix the problem.

Understand what you can offer the customer to satisfy them.

Understand how your feelings and tone will effect the customer.

Suggest to the customer that with research you can fix the problem.

Suggest the customer gives you an idea to fix the problem.

Suggest the customer speak with a manager.

Suggest discounts you can offer the customer.

Suggest a way to fix the problem.

End by reassuring the customer.

End by repeating your name and asking if you can do anything else.

End on a positive note.

End when the customer has cooled down.

End with a pleasing and calm tone.