Do you know the differences between the terms customer service and call center? Take this trivia quiz and check your knowledge and awareness of both things. A call center is a department consisting of call center agents mainly responsible for handling inbound, outbound, and sometimes blended calls from their existing customers. Customer service provides immediate customer support anytime through phone, email, text, or chat. If you are working or (wish to work) for the same, this quiz will evaluate what you know about call center and customer service concepts and operations.
Apologize, tell them you don't know the answer and offer a call back.
Wait for them to hung up or ask for somebody else.
Ask a supervisor/Subject Matter Expert or colleague.
Place the customer on hold properly and let your supervisor take over the call.
Tell the customer that you are about to place him/her on hold and then press the hold button.
Just place them on hold immediately, and make sure when you get back, you apologize.
As a CSR, you have to ask them how long they want to be place on hold, and then do so according to customer's request.
Ask permission, provide reason, tell them how long you will place them on hold and thank them when you get back on the phone.
Verbal Nod like " I see", "Go on", "please continue", "oh ok", "uhuh", "hmmm"
Asking the customer to repeat themselves
Asking and repeating to show your understanding
None of the above
Is always right.
Is always the customer.
Can offend the agent whenever they want
Sets you apart from competition
Influences your customer's loyalty
Make happier customers
All of the above
I will transfer the call to technical support asap.
I will repeat the instructions one by one and then confirm understanding before proceeding to the next step
Repeat the instructions for the third time and then give up.
I will ask another agent to provide the instructions, someone who had experience with the same scenario.
Ask the right questions
Accurate answers to the customer query
Providing credit adjustment as per customer's request
Professional phone relationship
Transfers the call asap when it is out of your scope of support
Be the face and front liner of the organization
View a customer’s complaint as an opportunity to gain the customer’s respect and loyalty
Reminding customer about the terms and condition of the agreement
Resolve complaints patiently
Answer questions in a timely manner
Number of repeat customers
Number and type of customer complaints received
Number of referrals given by current customers
Number of calls waiting
Sales figure if service is product based
Customer satisfaction surveys
Number of post in social media about customer complaints
Benchmarking service with competitors
Rate at which number of customers enrolled to your service
Number of new customers
Number of customers calling back due to wait time
Ask your Supervisor to take over the call, this way it will be more convincing to the client
Remain polite and well mannered
Adhere to company’s policies
Provide bill credit adjustment
Explain the situation or reason for denial
Transfer the call to retention, they are the best department to handle this
Try to remain reliable to customer
Offer other solutions or acceptable answer for the client
I will mirror the customer's behavior, even if the customer is frustrated and aggressive.
I will change my behavior in various ways to get the best possible outcome.
I won't act like someone else, because it's fake.
When I'm looking for support I'm calm and lenient, so why should I bear with rude customers?
Argue with the Customer.
Deal with the Problem not the Customer.
Hear the Customer out, calm the Customer and resolve the situation.
Continue to go about your day and forget what just happened.
Get caught up in an argument.
Use the word "NO"
Give out orders or place blame on the Customer.
All of the Above
If the customer is not happy with the answer or solution, then I will ask customer to hold the line and pass on the call to supervisor or a team leader.
I will put the customer on hold, and then panic for my supervisor to approach me and take over the call.
I will advise the customer that the answer/solution that was given is the best possible one, I will only transfer the call to a supervisor if the customer requested or if it is an acceptable procedure.
I will read the terms of agreement/terms and condition to the customer, and prove to them that I am right.
Apologize and offer a better option
Act quickly and resolve the customer complaint
Apologize every now and then, offer bill credit adjustment
Take responsibility for what made customer unhappy
Transfer the call to retention department if acceptable by company policy
Learn about your entire company operation.
Learn only those products and services that are related to your job.
Learn about the offerings of your competitors.
Learn by hanging out with your supervisor and the rest of the management team.
Learn by reading and understanding all the products and services offered by your company.
Because it makes you look 5-10 years younger
Because you're laughing at your co-workers while picking up the phone
Because it will relax the muscles in your face
Because the person on the other end of the line can tell that you are smiling
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
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
To not take it personally
To use positive self-talk
Both a and b above
None of the above
Here's an interesting quiz for you.