Customer Service And Call Center Trivia Quiz!

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

True

False

Is always right.

Often lies.

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.

Friendly attitude

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

True

False

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.

True

False

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

True

False

True

False

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