Customer Service Trivia: Ultimate MCQ Quiz!

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Adamaschun
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Quizzes Created: 3 | Total Attempts: 7,780
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Customer Service Trivia: Ultimate MCQ Quiz! - Quiz


Do you think you know your customer service trivia? Did you know that customer service still applies at the library? With this quiz, it would be pertinent to understand what to do if someone requests a community borrowers’ card, whether you should wear headphones at the circulation desk, how you should handle a problematic patron and which clothes are appropriate for work. This fantastic quiz is one for the books.


Questions and Answers
  • 1. 

    What should you do if you encounter someone viewing pornography in the Library?

    • A.

      Confront the patron and ask them to leave.

    • B.

      Report the name of the computer and a description of the patron to the service desk.

    • C.

      Nothing. It's not your job.

    Correct Answer
    B. Report the name of the computer and a description of the patron to the service desk.
    Explanation
    Never confront the patron yourself. Report the details to the Service Desk immediately. (slide 15)

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  • 2. 

    If a patron asks you for a specific book title, but you don't understand what they are saying, what should you do?

    • A.

      Ask for clarification, such as "could you repeat that?"

    • B.

      Respond that we do not have the book .

    • C.

      Send the patron to the Reference desk.

    Correct Answer
    A. Ask for clarification, such as "could you repeat that?"
    Explanation
    Ask clarifying questions in order to be as helpful as possible. You may refer a patron with a complex question to the Reference Desk.

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  • 3. 

    If someone requests a community borrower's card, you should seek the help of a staff member.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    This is one of the tasks you will have to ask a staff member to preform. A knowledgable student worker will know all new patron accounts require staff permissions. (slide 5)

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  • 4. 

    When a patron has a complaint, you should:

    • A.

      Tell them there's nothing you can do about it.

    • B.

      Call the manager tot he Circulation Desk.

    • C.

      Direct the patron to the "Something Wrong?" comment card.

    Correct Answer
    C. Direct the patron to the "Something Wrong?" comment card.
    Explanation
    Although it is permissible to calmly seek the help of a manager or staff member, whenever there is a complaint, invite the patron to fill out a comment card so that we can re-evaluate our policy. (slide 10)

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  • 5. 

    You may wear headphones at the Circulation Desk.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Headphones are not allowed at the Circulation Desk, because they hinder your ability to look approachble and willing to listen. (slide 12)

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  • 6. 

    How should you handle a difficult patron?

    • A.

      Push the panic button.

    • B.

      Listen carefully to their problem, empathize if possible, and remain calm.

    • C.

      Run to the Service Desk.

    Correct Answer
    B. Listen carefully to their problem, empathize if possible, and remain calm.
    Explanation
    When dealing with a patron who is upset, you should remain as calm and helpful as possible. Sometimes just listening will help. If the problem persists, ask a staff member to take over. (slide 13)

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  • 7. 

    Someone approaches the Circulation Desk and asks when Paige works. Should you tell them?

    • A.

      No

    • B.

      Yes

    • C.

      Yes, but only if the person is a family member.

    Correct Answer
    A. No
    Explanation
    Under no circumstances should you ever give information, including work hours or location in the building, to someone other than the owner of that information. (Paige in this case) (slide 17)

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  • 8. 

    While shelving, you discover a microfilm reel far from home. What should you do with the reel?  

    • A.

      Leave it there. We are not responsible for Microtext materials.

    • B.

      Put it on the book truck.

    • C.

      Return it to the Microtext desk.

    Correct Answer
    C. Return it to the Microtext desk.
    Explanation
    When you are working in the stacks, you should always return materials that are out of place to the correct department. (slide 16)

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  • 9. 

    Which of these items are appropriate for work?

    • A.

      Jeans

    • B.

      T-shirt

    • C.

      Hat

    • D.

      Flip-flops

    • E.

      Comfortable shoes

    • F.

      Shorts

    • G.

      Ripped jeans

    Correct Answer(s)
    A. Jeans
    B. T-shirt
    E. Comfortable shoes
    F. Shorts
    Explanation
    This question is not graded because it's a little tricky. There is no dess code, but generally it is not appropriate to wear a hat or ripped jeans to work. The flip-flops, while not the best choice, are still your choice. (slide 8)

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