How To Make A Good Customer Service?

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| By Mnab1978
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Mnab1978
Community Contributor
Quizzes Created: 1 | Total Attempts: 671
Questions: 12 | Attempts: 671

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How To Make A Good Customer Service? - Quiz

Dear Team member ,
You are requetsed to take the below Customer Service quiz within a time frame of 15 minutes.
Good Luck !
Regards,
Q & Training Unit


Questions and Answers
  • 1. 

    Customers are more easily satisfied if their expectations are effectively  managed ?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    True . If Customers know what to expect ,they are more likely to feel satisfied

    Rate this question:

  • 2. 

    In responding to a frustrated customer's question, it's a good idea to immediately offer a solution ?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.

    Rate this question:

  • 3. 

    Most upset customers will calm down if you offer a sincere apology ?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

    Rate this question:

  • 4. 

    If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

    Rate this question:

  • 5. 

    When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.

    Rate this question:

  • 6. 

    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

    Correct Answer
    A. True
    Explanation
    True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them

    Rate this question:

  • 7. 

    When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness

    Rate this question:

  • 8. 

    When dealing with an abusive customer on the phone, it's important to hang up right away ?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.

    Rate this question:

  • 9. 

    On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    False. To the surprise of many help desk managers, the agent who is the most persistent, conscientious and has the best customer contact skills rates highest with the customers.

    Rate this question:

  • 10. 

    After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

    Rate this question:

  • 11. 

    Customers trust you more if they have problems with your product or service and receive speedy resolution,than if they have no problems with your product at all?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.

    Rate this question:

  • 12. 

    The most credible advertising is a satisfied customer ?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?

    Rate this question:

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 01, 2011
    Quiz Created by
    Mnab1978
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