Customer Service Self Examination
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To test an individuals knowledge on how to provide best customer service over the phone.
- 1.To develop rapport over the phone you should do the following three things:
- A.
Smile
- B.
Show Empathy
- C.
Point your heart towards them
- D.
Make Eye contact
- E.
Listen
- 2.What are three key reasons for customer dissatisfaction?
- A.
Employees who don't listen to what the customer is saying.
- B.
Employees who ignore customers completely.
- C.
Employees who don't follow up or follow through.
- D.
Employees who ask too many questions.
- 3.If you had a customer who had a problem or query, what might you do to help them? (select one)
- A.
Ignore them.
- B.
Ask them what the problem is.
- C.
Wait for them to ask someone else
- 4.If you were unable to answer the customer's question, query or problem what might you do? (select one)
- A.
Put the customer on hold and ask a colleague or supervisor.
- B.
Tell them you do not know the answer.
- C.
Tell them to call back later
- 5.Why should you smile every time you answer a phone call? (select two)
- A.
Because it will make you feel better
- B.
Because smiling is fun
- C.
Because you are having a bad day
- D.
Because the person on the other end of the line can tell that you are smiling
- 6.True or False: You should always use the correct greeting outlined in the scripts when you answer the phone.
- A.
True
- B.
False
- 7.True or False: To understand customers, you need to get close to them, stay tuned in to them, and think like them.
- A.
True
- B.
False
- 8.True or False: You should tell the customer if he/she is at fault
- A.
True
- B.
False
- 9.True or False: Argue with the customer. Stand for your right.
- A.
True
- B.
False
- 10.True or False: Apologize to the customer even if the fault was done by another staff.
- A.
True
- B.
False
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