Effective Communication In Customer Service Industry

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  • 1/22 Questions

    Customers who complain:

    • Had unhappy childhoods
    • Are genetically predisposed to be sourpusses
    • Have trouble in their primary relationships
    • Are doing you a service in identifying what isn’t working in your business or organization
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About This Quiz

Taking this quiz will test your knowledge in the customer service industry and how well you communicate with your customers.

Effective Communication In Customer Service Industry - Quiz

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  • 2. 

    What is the service industry’s number one priority?

    • Return on investment to shareholders

    • Customer service

    • Technology advancement

    • Growth opportunities for employees

    Correct Answer
    A. Customer service
    Explanation
    The service industry's number one priority is customer service. This means that the industry focuses on providing excellent service and meeting the needs and expectations of their customers. By prioritizing customer service, businesses aim to build strong relationships with their customers, increase customer satisfaction, and ultimately drive repeat business and loyalty.

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  • 3. 

    A supervisor may criticize an employee in order to:

    • Assist that employee in understanding a better or more effective way to do something

    • Show an employee who is the boss

    • Feel good about themselves

    • Ensure the employee knows exactly who the persons are in their chain-of-command

    Correct Answer
    A. Assist that employee in understanding a better or more effective way to do something
    Explanation
    The correct answer is "Assist that employee in understanding a better or more effective way to do something". This is because criticism from a supervisor is often aimed at providing constructive feedback and guidance to help the employee improve their performance or skills. It is not about asserting authority or boosting the supervisor's ego.

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  • 4. 

    What is the first thing that you should do when making eye contact with a customer?

    • Say hello

    • Smile

    • Ask if you can be of assistance

    • Refer them to the manager

    Correct Answer
    A. Smile
    Explanation
    When making eye contact with a customer, the first thing you should do is smile. Smiling creates a positive and welcoming impression, making the customer feel valued and comfortable. It also shows that you are approachable and ready to assist them if needed. Smiling can help establish a friendly and pleasant atmosphere, enhancing the overall customer experience.

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  • 5. 

    Customer Service Culture is:

    • A new form of yogurt where the lid removes itself for you

    • Behavior being analyzed in a Petrie dish for contagions

    • A mythical civilization in which everyone smiles and welcomes you when they meet

    • An environment where customer service permeates the thinking of the entire company

    Correct Answer
    A. An environment where customer service permeates the thinking of the entire company
    Explanation
    The correct answer is "An environment where customer service permeates the thinking of the entire company". This answer is the most suitable explanation because it aligns with the term "Customer Service Culture" and describes a workplace environment where customer service is deeply ingrained in the mindset and values of the entire company. It implies that providing excellent customer service is not just a department or individual's responsibility, but a collective effort that is prioritized and valued by everyone in the organization.

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  • 6. 

    When dealing with a difficult customer it is important to remember_________________.

    • To not take it personally

    • To use positive self-talk

    • Both a and b above

    • None of the above

    Correct Answer
    A. Both a and b above
    Explanation
    When dealing with a difficult customer, it is important to remember not to take their behavior personally. This means not internalizing their frustration or anger and understanding that it is not directed towards you personally, but rather towards the situation or issue at hand. Additionally, using positive self-talk can help in maintaining a calm and professional demeanor when dealing with difficult customers. By reminding oneself of their own abilities and strengths, they can approach the situation with confidence and empathy. Therefore, both options a and b are important in effectively handling difficult customers.

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  • 7. 

    When a misunderstanding happens with a co-worker you should:

    • Be honest and admit there is a problem

    • Work together to come up with solutions

    • Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

    • Both A and B

    Correct Answer
    A. Both A and B
    Explanation
    When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This shows accountability and a willingness to address the issue. Additionally, working together with the co-worker to come up with solutions promotes effective communication and collaboration, allowing for the resolution of the misunderstanding. Avoiding the co-worker and talking to everyone else about the problem can escalate the situation and create a negative work environment. Therefore, both options A and B are the appropriate courses of action in this situation.

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  • 8. 

    An effective way to approach a problem is:

    • Complain to the supervisor

    • Offer a reasonable alternative solution to your customer or supervisor

    • Ignore the customer's odd requests

    • Listen attentively and then pass it on to the boss

    Correct Answer
    A. Offer a reasonable alternative solution to your customer or supervisor
    Explanation
    The correct answer is to offer a reasonable alternative solution to your customer or supervisor. This approach shows problem-solving skills and a proactive attitude. By offering an alternative solution, you are demonstrating your ability to think critically and come up with creative ideas to address the problem at hand. This approach also shows that you are willing to take responsibility and find a resolution rather than simply complaining or ignoring the issue.

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  • 9. 

    It is important to make eye contact with a customer because?

    • Eye contact is natural

    • Eye contact is not important

    • Eye contact reassures customers that your attention is focused on them

    • Eye contact is common courtesy and it shows your willingness to serve

    Correct Answer
    A. Eye contact reassures customers that your attention is focused on them
    Explanation
    Eye contact reassures customers that your attention is focused on them. When you make eye contact with a customer, it shows that you are actively engaged and interested in what they have to say. It helps to build trust and rapport with the customer, making them feel valued and important. Eye contact also allows for better communication as it helps to convey sincerity and understanding. Overall, making eye contact is a common courtesy and it demonstrates your willingness to serve the customer effectively.

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  • 10. 

    An external customer ________________________ while an internal customer is/are ____________.

    • Are the people who buy your company's products or services; are the people who work within your company.

    • Are the people who work within your company; are the department heads of each section.

    • Are the people who work within your company; are the customers

    • Are the people who buy your company's products or services; are the customers

    Correct Answer
    A. Are the people who buy your company's products or services; are the people who work within your company.
    Explanation
    An external customer refers to the people who buy your company's products or services, while an internal customer refers to the people who work within your company.

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  • 11. 

    A complaining customer is:

    • Always right

    • Almost right

    • Often lying

    • Always the customer

    Correct Answer
    A. Always the customer
    Explanation
    The correct answer is "Always the customer". This means that regardless of the situation or circumstances, the customer is the one who should be given priority and their concerns should be addressed. It emphasizes the importance of providing excellent customer service and ensuring customer satisfaction.

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  • 12. 

    When a misunderstanding happens with a customer you should:

    • Apologize for the error even though it may not have been your error

    • Tell them it was some one else's fault

    • Ask them what you can do to make them happy

    • Both A and C

    Correct Answer
    A. Both A and C
    Explanation
    When a misunderstanding happens with a customer, it is important to apologize for the error, even if it was not your fault. This shows empathy and acknowledges the customer's feelings. Additionally, asking them what you can do to make them happy demonstrates a willingness to resolve the issue and meet their needs. By combining both of these actions (apologizing and asking for a solution), it shows a proactive approach in addressing the misunderstanding and working towards a resolution that satisfies the customer.

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  • 13. 

    What is the maximum amount of times that the phone should ring before being answered?

    • 1

    • 2

    • 3

    • 4

    Correct Answer
    A. 3
    Explanation
    The maximum amount of times that the phone should ring before being answered is 3. This means that after the phone has rung for the third time, it should be answered.

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  • 14. 

    Closed questions are used to _____________________

    • Get specific information from the customer

    • Draw the customer into a conversation

    • Begin with words like "what", "how" and "why"

    • Are used whey you need a lengthy explanation from a customer

    Correct Answer
    A. Get specific information from the customer
    Explanation
    Closed questions are used to get specific information from the customer. These types of questions typically require a short and concise answer, limiting the customer's response to specific details. Closed questions are effective in gathering specific details or confirming specific information, as they do not allow for lengthy explanations or open-ended discussions.

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  • 15. 

    Communication is a give and take process. As a speaker it is your job to:

    • Speak loudly and roughly in order to intimidate people into listening

    • Intentionally speak over a person's ability to understand or communicate

    • Determine if the listener understands

    • Always ensure that you have the first and the last words said

    Correct Answer
    A. Determine if the listener understands
    Explanation
    The correct answer is "Determine if the listener understands." In effective communication, it is important for the speaker to gauge whether the listener comprehends the message being conveyed. This can be done through various means such as asking for feedback, observing nonverbal cues, or actively engaging in a dialogue to clarify any confusion. By determining if the listener understands, the speaker can ensure that the intended message is received and any potential misunderstandings are addressed.

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  • 16. 

    Customer satisfaction is a step_____________________ customer service.

    Correct Answer
    beyond
    Explanation
    Customer satisfaction is a step beyond customer service. This means that customer service is the initial step in ensuring that customers are taken care of, but customer satisfaction goes beyond that by ensuring that customers are not only served well but also happy with their overall experience. It emphasizes the importance of going above and beyond just providing basic service and striving to exceed customer expectations.

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  • 17. 

    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?

    • We value your business

    • We are to busy to handle your business

    • As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • None of the above

    Correct Answer
    A. We are to busy to handle your business
    Explanation
    If a customer consistently receives the 5th or 6th ring before their call is answered, it may imply that the business is too busy to handle their business. This suggests that the business may be understaffed or overwhelmed with incoming calls, leading to longer wait times for customers. It indicates that the business may not prioritize prompt customer service, potentially leaving the customer feeling unimportant or undervalued.

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  • 18. 

    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 _____________

    • The degree of caring that you show customers

    • Your ability to provide service that is dependable and accurate

    • The physical representations of your company including the facility, equipment and your appearance

    • The respect, competence and confidence you show to the customer

    Correct Answer
    A. The physical representations of your company including the facility, equipment and your appearance
    Explanation
    Tangibles refer to the physical aspects of a company that customers can see and touch. This includes the facility where the service is provided, the equipment used, and the appearance of the employees. These tangible elements contribute to the overall perception of the service quality and can greatly influence how customers evaluate and rate the service.

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  • 19. 

    The service industry has a model called _________ steps to customer satisfaction.

    • 5

    • 6

    • 7

    • 8

    Correct Answer
    A. 6
    Explanation
    The service industry has a model called "6 steps to customer satisfaction." This model likely outlines a specific process or set of actions that businesses in the service industry can follow to ensure customer satisfaction. It is important for service-oriented businesses to have a clear and structured approach to meeting customer needs and expectations, and this model likely provides guidance on how to achieve that.

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  • 20. 

    In face-to-face communications, ________ per cent of the communication you have with a customer is body language.

    • 82

    • 38

    • 18

    • 55

    Correct Answer
    A. 55
    Explanation
    In face-to-face communications, body language plays a crucial role in conveying messages and understanding the customer's emotions and intentions. It includes non-verbal cues such as facial expressions, gestures, posture, and eye contact. These non-verbal signals can often speak louder than words and account for a significant portion of the overall communication. Therefore, it is believed that 55% of the communication with a customer in a face-to-face setting is conveyed through body language.

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  • 21. 

    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.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The "moment of truth" is not a one-time occurrence for each customer. It refers to every interaction a customer has with a company, whether it's the first contact or a subsequent one. Each interaction contributes to the customer's perception of the company and can influence their decision to continue doing business with them. Therefore, the correct answer is False.

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  • 22. 

    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.

    • 38, 18

    • 7, 18

    • 18, 55

    • 82, 18

    Correct Answer
    A. 7, 18
    Explanation
    In face-to-face communications, only 7% of the communication is conveyed through words, while in telephone communications, 18% of the communication is conveyed through words. This suggests that face-to-face communication relies more on non-verbal cues such as body language, facial expressions, and tone of voice, whereas telephone communication relies more on the actual words being spoken.

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  • Current Version
  • Jun 04, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 28, 2009
    Quiz Created by
    Nicoleandzoe
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