General Questions On Customer Service! Trivia Quiz

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| Attempts: 167 | Questions: 11
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1. Customers or Residents are more easily satisfied if their expectations are effectively managed.

Explanation

True. If customers know what to expect, they are more likely to feel satisfied.

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About This Quiz
General Questions On Customer Service! Trivia Quiz - Quiz

Do you realize what it takes to be involved in customer service? Do you think you could pass this quiz? Customer service is the relationship between the consumer of a product and the company that sells it. Its main ambition is to oblige the overall happiness of the customer, as... see morewell as their own business. Try this quiz and see what you understand about customer service. see less

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2. When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.

Explanation

True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them.

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3. After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.

Explanation

True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

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4. The most credible advertising is a satisfied customer.

Explanation

True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?

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5. Most upset customers will calm down if you offer a sincere apology.

Explanation

True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

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6. When dealing with an angry customer or resident face to face, making no eye contact and looking away will feel better for you and the customer.

Explanation

False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness.

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7. When dealing with an abusive customer on the phone, it's important to hang up right away.

Explanation

False. Tell the abusive customer you'd like to help them and will do so when the conversational tone is calm.

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8. When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.

Explanation

False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.

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9. Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.

Explanation

True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.

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10. If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

Explanation

False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

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11. In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.

Explanation

False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.

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  • Mar 20, 2011
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Customers or Residents are more easily satisfied if their expectations...
When you answer a call, and the customer really needs to resolve the...
After resolving a customer complaint, the customer is impressed with...
The most credible advertising is a satisfied customer.
Most upset customers will calm down if you offer a sincere apology.
When dealing with an angry customer or resident face to face, making...
When dealing with an abusive customer on the phone, it's important...
When a customer calls for technical support, its realistic to require...
Customers trust you more if they have problems with your product or...
If a customer gets the wrong idea from a sales rep, its okay to tell...
In responding to a frustrated customer's question, it's a good...
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