Customer Service Self Examination

10 Questions | Total Attempts: 566

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Customer Service Quizzes & Trivia

To test an individuals knowledge on how to provide best customer service over the phone.


Questions and Answers
  • 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