Questions On Customer Service: MCQ Quiz!
(159).jpg "Questions On Customer Service: MCQ Quiz!")
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- 1.A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?
- A.
You need to call back next week. We will have your results then.
- B.
The lab hasn't sent us your results. We'll call you when they come in.
- C.
I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
- D.
We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.
- 2.Customer loyalty is an emotional tie of trust.
- A.
True
- B.
False
- 3.Satisfied customers are usually loyal customers.
- A.
True
- B.
False
- 4.Which of the following phrases shows excellent customer service?
- A.
I can...
- B.
You need to...
- C.
It's company policy.
- D.
That's just the way it's done.
- 5.When listening actively, empathize to show the customer that you:
- A.
Prefer to talk about yourself.
- B.
Care about his or her concerns.
- C.
Consider his or her problems unimportant.
- D.
Have your own problems to deal with.
- 6.Which of the following statements is true?
- A.
Keeping loyal customers is less expensive than finding new customers.
- B.
Keeping loyal customers is more expensive than finding new customers.
- C.
Keeping loyal customers and finding new customers are equally expensive.
- 7.When listening actively, affirm to show the customer that you:
- A.
Are paying attention.
- B.
Are busy with other matters.
- C.
Have other customers to deal with.
- D.
Are not responsible for his or her problems.
- 8.Which of the following is an excellent customer service practice?
- A.
Not taking responsibility for a customer's problem.
- B.
Blaming someone else for a customer's problem, and referring the customer to your supervisor.
- C.
Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
- D.
Following up with a customer to make sure his or her problem was corrected.
- 9.A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:
- A.
Satisfied with the customer service at your facility.
- B.
Delighted with the customer service at your facility.
- C.
Dissatisfied with the customer service at your facility.
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