Effective Communication In Customer Service Industry
Taking this quiz will test your knowledge in the customer service industry and how well you communicate with your customers.
- 1.What is the first thing that you should do when making eye contact with a customer?
- A.
Say hello
- B.
Smile
- C.
Ask if you can be of assistance
- D.
Refer them to the manager
- 2.Customers who complain:
- A.
Had unhappy childhoods
- B.
Are genetically predisposed to be sourpusses
- C.
Have trouble in their primary relationships
- D.
Are doing you a service in identifying what isn’t working in your business or organization
- 3.What is the maximum amount of times that the phone should ring before being answered?
- A.
1
- B.
2
- C.
3
- D.
4
- 4.Customer Service Culture is:
- A.
A new form of yogurt where the lid removes itself for you
- B.
Behavior being analyzed in a Petrie dish for contagions
- C.
A mythical civilization in which everyone smiles and welcomes you when they meet
- D.
An environment where customer service permeates the thinking of the entire company
- 5.Customer satisfaction is a step_____________________ customer service.
- 6.Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
- A.
The degree of caring that you show customers
- B.
Your ability to provide service that is dependable and accurate
- C.
The physical representations of your company including the facility, equipment and your appearance
- D.
The respect, competence and confidence you show to the customer
- 7.An external customer ________________________ while an internal customer is/are ____________.
- A.
Are the people who buy your company's products or services; are the people who work within your company.
- B.
Are the people who work within your company; are the department heads of each section.
- C.
Are the people who work within your company; are the customers
- D.
Are the people who buy your company's products or services; are the customers
- 8.When dealing with a difficult customer it is important to remember_________________.
- A.
To not take it personally
- B.
To use positive self-talk
- C.
Both a and b above
- D.
None of the above
- 9.A complaining customer is:
- A.
Always right
- B.
Almost right
- C.
Often lying
- D.
Always the customer
- 10.It is important to make eye contact with a customer because?
- A.
Eye contact is natural
- B.
Eye contact is not important
- C.
Eye contact reassures customers that your attention is focused on them
- D.
Eye contact is common courtesy and it shows your willingness to serve
- 11.What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
- A.
We value your business
- B.
We are to busy to handle your business
- C.
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
- D.
None of the above
- 12.The service industry has a model called _________ steps to customer satisfaction.
- A.
5
- B.
6
- C.
7
- D.
8
- 13.What is the service industry’s number one priority?
- A.
Return on investment to shareholders
- B.
Customer service
- C.
Technology advancement
- D.
Growth opportunities for employees
- 14.The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
- A.
True
- B.
False
- 15.Closed questions are used to _____________________
- A.
Get specific information from the customer
- B.
Draw the customer into a conversation
- C.
Begin with words like "what", "how" and "why"
- D.
Are used whey you need a lengthy explanation from a customer
- 16.In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.
- A.
38, 18
- B.
7, 18
- C.
18, 55
- D.
82, 18
- 17.In face-to-face communications, ________ per cent of the communication you have with a customer is body language.
- A.
82
- B.
38
- C.
18
- D.
55
- 18.An effective way to approach a problem is:
- A.
Complain to the supervisor
- B.
Offer a reasonable alternative solution to your customer or supervisor
- C.
Ignore the customer's odd requests
- D.
Listen attentively and then pass it on to the boss
- 19.Communication is a give and take process. As a speaker it is your job to:
- A.
Speak loudly and roughly in order to intimidate people into listening
- B.
Intentionally speak over a person's ability to understand or communicate
- C.
Determine if the listener understands
- D.
Always ensure that you have the first and the last words said
- 20.A supervisor may criticize an employee in order to:
- A.
Assist that employee in understanding a better or more effective way to do something
- B.
Show an employee who is the boss
- C.
Feel good about themselves
- D.
Ensure the employee knows exactly who the persons are in their chain-of-command
- 21.When a misunderstanding happens with a co-worker you should:
- A.
Be honest and admit there is a problem
- B.
Work together to come up with solutions
- C.
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- D.
Both A and B
- 22.When a misunderstanding happens with a customer you should:
- A.
Apologize for the error even though it may not have been your error
- B.
Tell them it was some one else's fault
- C.
Ask them what you can do to make them happy
- D.
Both A and C
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