How To Resolve Customer Complaints On The Spot
This quiz is designed to give you knowledge on customer service and how to resolve complaints on the spot to ensure your credibility as a program.
- 1.True or False, Customers see the following in order as the most important employees in a company? Front Line Employees, Direct Supervisors, Middle Management, Upper Management, CEO
- A.
True
- B.
False
- 2.Who directly helps customers with their needs?
- 3.Customers reactions are based on your ability to ...
- A.
Establish rapport
- B.
A,Cand D
- C.
Build your credibility
- D.
Instill trust
- E.
Making the customer angry
- 4.What are 2 ways that show why “Neutral” really is a negative perception?
- A.
Customers should be "okay" with neutral service.
- B.
Neutral service doesn't create lifelong customers.
- C.
Nobody rushes back for "okay" service
- D.
B, C
- 5.What should you do when a customer is very angry?
- A.
Argue with the custoner until the customer sees it your way.
- B.
Use words that assure the customer.
- C.
B,D
- D.
Point out what you know to be true and offer choices when you can't get the answer on the spot.
- E.
Make promises that you can't keep.
- 6.Pick the additional tips for dealing with angry customers.
- A.
Give them special treatment, Take them off to the side to discuss the problem, Listen to their words, and read between the words to unearth emotions and needs.
- B.
Apologize without accepting wrongful blame, Ask how they want you to resolve the issue, Tell them what you can do and what you can’t do, Get to win-win
- C.
Tell them there is nothing that you want to do for them even if you could.
- D.
A,B
- E.
Make a promise and don't follow through
- 7.Complaints from customers are useless?
- A.
True
- B.
False
- 8.What are the Seven-Eleven Rules of Customer Service? Within seven seconds of meeting you, customers form eleven impressions based on your:
- A.
Cleanliness, Attractiveness, Credibility , Knowledge, Responsiveness , Friendliness, Helpfulness
- B.
A, D
- C.
Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy,
- D.
Willingness or effort to be understanding , Courtesy, Confidence , Professionalism
- E.
None of the above.
- 9.Choose the answer that shows some ways you can pay special attention to your customers.
- A.
Smile!, Keep it polite, but natural, Take ownership of problems and serve as a liaison
- B.
Ignore the customer until they go away.
- C.
Cross your arms and roll your eyes at the customer
- D.
A,E
- E.
Use customers’ names, Be aware of trigger words that might set you off ,
- 10.Making a good first impression is important because...
- A.
Loss of credibility – yours and the company’s, Customer decision not to do business with you, and perhaps not to do business with the organization, You depreciate as an asset to the company, You have to swim hard to get out of the hole you dug and win the customer back
- B.
A customer might give you a present.
- C.
You might win the lottery.
- D.
You could be sent home.
- E.
None of the above.
- 11.Why should you pay special attention to all of your customers?
- A.
Customers have more choices of where to buy than ever before.
- B.
Service expectations are higher than ever before.
- C.
Customers are far more informed than in the past and the internet has opened a world-wide market.
- D.
All of the above.
- E.
None of the above.
Questions: 5 | Attempts: 7383 | Last updated: Jan 22, 2013
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