Customer Service And Call Center Trivia Quiz!

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Customer Service And Call Center Trivia Quiz! - Quiz

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.


Questions and Answers
  • 1. 

    If you were unable to answer the customer's question, query, or problem, and you already exhausted all your available resources like knowledge base, reference materials, helpful websites, and offline documents, what should you do next?

    • A.

      Apologize, tell them you don't know the answer and offer a call back.

    • B.

      Wait for them to hung up or ask for somebody else.

    • C.

      Ask a supervisor/Subject Matter Expert or colleague.

    • D.

      Place the customer on hold properly and let your supervisor take over the call.

    Correct Answer
    C. Ask a supervisor/Subject Matter Expert or colleague.
    Explanation
    If you were unable to answer the customer's question, query, or problem, and you already exhausted all your available resources, the next step should be to ask a supervisor/Subject Matter Expert or colleague for assistance. They may have the knowledge or expertise needed to provide a solution or guidance to the customer. This shows the customer that you are proactive in finding a resolution and ensures that they receive accurate and helpful information.

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  • 2. 

    What is the proper way of placing the customer on hold?

    • A.

      Tell the customer that you are about to place him/her on hold and then press the hold button.

    • B.

      Just place them on hold immediately, and make sure when you get back, you apologize.

    • C.

      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.

    • D.

      Ask permission, provide reason, tell them how long you will place them on hold and thank them when you get back on the phone.

    Correct Answer
    D. Ask permission, provide reason, tell them how long you will place them on hold and thank them when you get back on the phone.
    Explanation
    The proper way of placing the customer on hold is to ask permission, provide a reason for the hold, inform them about the duration of the hold, and express gratitude when you return to the call. This approach shows respect for the customer's time and ensures that they are aware of the situation. It helps to maintain a positive customer experience and demonstrates good customer service skills.

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  • 3. 

    Which of the following is not a sign of active listening?

    • A.

      Verbal Nod like " I see", "Go on", "please continue", "oh ok", "uhuh", "hmmm"

    • B.

      Asking the customer to repeat themselves

    • C.

      Asking and repeating to show your understanding

    • D.

      None of the above

    Correct Answer
    B. Asking the customer to repeat themselves
    Explanation
    Asking the customer to repeat themselves is not a sign of active listening because it indicates that the listener did not fully understand or pay attention to what the customer was saying. Active listening involves fully engaging with the speaker, showing understanding, and asking clarifying questions to ensure comprehension. Asking the customer to repeat themselves suggests a lack of attentiveness and may make the customer feel unheard or frustrated.

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  • 4. 

    Dead Air is described as, the CSR, had a long awkward pause, or the agent stopped talking for no valid reason, or because there is no appropriate response given by the agent in a timely manner resulting in quite and "No conversation mood", or there is dead silence for more than 10 seconds.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Dead Air refers to a situation where there is a long awkward pause or the agent stops talking for no valid reason. It can also occur when the agent fails to provide an appropriate response in a timely manner, resulting in a lack of conversation or dead silence for more than 10 seconds. This statement accurately describes the concept of Dead Air, making the answer "True".

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  • 5. 

    The Customer...

    • A.

      Is always right.

    • B.

      Often lies.

    • C.

      Is always the customer.

    • D.

      Can offend the agent whenever they want

    Correct Answer
    C. Is always the customer.
    Explanation
    The statement "the customer is always right" is a well-known business philosophy that emphasizes the importance of prioritizing customer satisfaction. It suggests that the customer's needs, preferences, and opinions should be given the highest priority in any business transaction. This approach aims to build strong customer relationships and loyalty by ensuring that their concerns and demands are addressed promptly and effectively. By acknowledging that the customer is always the customer, businesses can strive to provide excellent service and meet their expectations.

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  • 6. 

    Providing awesome customer experience.

    • A.

      Sets you apart from competition

    • B.

      Influences your customer's loyalty

    • C.

      Make happier customers

    • D.

      All of the above

    Correct Answer
    D. All of the above
    Explanation
    Providing an awesome customer experience sets a business apart from its competition by creating a unique and memorable experience for customers. This, in turn, influences customer loyalty as customers are more likely to continue doing business with a company that consistently provides a great experience. Additionally, a positive customer experience leads to happier customers, who are more likely to recommend the company to others and become repeat customers. Therefore, all of the given statements are true and contribute to the importance of providing an awesome customer experience.

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  • 7. 

    A customer with hearing difficulties is asking you for "instructions" on how to... You already repeated the instructions twice, but the customer still can't understand, what would you do?

    • A.

      I will transfer the call to technical support asap.

    • B.

      I will repeat the instructions one by one and then confirm understanding before proceeding to the next step

    • C.

      Repeat the instructions for the third time and then give up.

    • D.

      I will ask another agent to provide the instructions, someone who had experience with the same scenario.

    Correct Answer
    B. I will repeat the instructions one by one and then confirm understanding before proceeding to the next step
    Explanation
    The best course of action in this situation is to repeat the instructions one by one and then confirm understanding before proceeding to the next step. By doing so, the customer with hearing difficulties will have a better chance of comprehending the instructions. This approach allows for clear communication and ensures that the customer fully understands each step before moving on.

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  • 8. 

    What are the key attributes of a Customer Service Representative?

    • A.

      Friendly attitude

    • B.

      Ask the right questions

    • C.

      Accurate answers to the customer query

    • D.

      Providing credit adjustment as per customer's request

    • E.

      Professional phone relationship

    • F.

      Transfers the call asap when it is out of your scope of support

    • G.

      Be the face and front liner of the organization

    • H.

      View a customer’s complaint as an opportunity to gain the customer’s respect and loyalty

    • I.

      Reminding customer about the terms and condition of the agreement

    • J.

      Resolve complaints patiently

    • K.

      Answer questions in a timely manner

    Correct Answer(s)
    A. Friendly attitude
    B. Ask the right questions
    C. Accurate answers to the customer query
    E. Professional phone relationship
    G. Be the face and front liner of the organization
    H. View a customer’s complaint as an opportunity to gain the customer’s respect and loyalty
    J. Resolve complaints patiently
    K. Answer questions in a timely manner
    Explanation
    The key attributes of a Customer Service Representative include having a friendly attitude, asking the right questions, providing accurate answers to customer queries, maintaining a professional phone relationship, being the face and front liner of the organization, viewing customer complaints as opportunities to gain respect and loyalty, resolving complaints patiently, answering questions in a timely manner, transferring calls when necessary, reminding customers about terms and conditions, and providing credit adjustments as per customer requests.

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  • 9. 

    Good customer service can be measured on the following basis:

    • A.

      Number of repeat customers

    • B.

      Number and type of customer complaints received

    • C.

      Number of referrals given by current customers

    • D.

      Number of calls waiting

    • E.

      Sales figure if service is product based

    • F.

      Customer satisfaction surveys

    • G.

      Number of post in social media about customer complaints

    • H.

      Benchmarking service with competitors

    • I.

      Rate at which number of customers enrolled to your service

    • J.

      Number of new customers

    • K.

      Number of customers calling back due to wait time

    Correct Answer(s)
    A. Number of repeat customers
    B. Number and type of customer complaints received
    C. Number of referrals given by current customers
    E. Sales figure if service is product based
    F. Customer satisfaction surveys
    H. Benchmarking service with competitors
    I. Rate at which number of customers enrolled to your service
    J. Number of new customers
    Explanation
    Good customer service can be measured by the number of repeat customers, as this indicates that customers are satisfied with the service and are willing to return. The number and type of customer complaints received is also a measure of customer service, as it reflects the level of dissatisfaction and areas for improvement. The number of referrals given by current customers shows that they are satisfied enough to recommend the service to others. Sales figures are important for product-based services, as they indicate the success and popularity of the service. Customer satisfaction surveys provide direct feedback from customers about their experience. Benchmarking service with competitors helps to identify areas where the service can be improved. The rate at which customers enroll in the service and the number of new customers indicate the level of interest and trust in the service. The number of calls waiting and customers calling back due to wait time reflect the efficiency and effectiveness of customer service.

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  • 10. 

    Explain how can you turn down a request from a valued client?

    • A.

      Ask your Supervisor to take over the call, this way it will be more convincing to the client

    • B.

      Remain polite and well mannered

    • C.

      Adhere to company’s policies

    • D.

      Provide bill credit adjustment

    • E.

      Explain the situation or reason for denial

    • F.

      Transfer the call to retention, they are the best department to handle this

    • G.

      Try to remain reliable to customer

    • H.

      Offer other solutions or acceptable answer for the client

    Correct Answer(s)
    B. Remain polite and well mannered
    C. Adhere to company’s policies
    E. Explain the situation or reason for denial
    G. Try to remain reliable to customer
    H. Offer other solutions or acceptable answer for the client
    Explanation
    To turn down a request from a valued client, it is important to remain polite and well-mannered. This ensures that the client feels respected and valued despite the denial. Adhering to the company's policies is also crucial as it demonstrates professionalism and consistency in decision-making. Explaining the situation or reason for denial helps the client understand the circumstances and shows transparency. Trying to remain reliable to the customer by offering other solutions or acceptable alternatives shows that their needs are still being considered.

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  • 11. 

    Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask Questions Contribute Heavily to Exceptional Costumer Service.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement suggests that small actions such as taking pride in one's work, smiling, being alert and aware, and asking questions can greatly contribute to providing exceptional customer service. These actions demonstrate a positive attitude, attentiveness, and a willingness to go the extra mile to meet customer needs. Therefore, the statement is true.

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  • 12. 

    What is the complete name of the company you are applying for?

    Correct Answer
    Aetherion Management Consultancy
    Aetherion
    Explanation
    The complete name of the company the person is applying for is "Aetherion Management Consultancy." However, it can also be referred to as just "Aetherion."

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  • 13. 

    Which statement do you agree with the most?

    • A.

      I will mirror the customer's behavior, even if the customer is frustrated and aggressive.

    • B.

      I will change my behavior in various ways to get the best possible outcome.

    • C.

      I won't act like someone else, because it's fake.

    • D.

      When I'm looking for support I'm calm and lenient, so why should I bear with rude customers?

    Correct Answer
    B. I will change my behavior in various ways to get the best possible outcome.
    Explanation
    This answer suggests that the person agrees with the statement "I will change my behavior in various ways to get the best possible outcome." This implies that they believe in adapting their behavior to different situations in order to achieve the most favorable result.

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  • 14. 

    A Great Way to Handle a Complaint Would Be to

    • A.

      Argue with the Customer.

    • B.

      Deal with the Problem not the Customer.

    • C.

      Hear the Customer out, calm the Customer and resolve the situation.

    • D.

      Continue to go about your day and forget what just happened.

    Correct Answer
    C. Hear the Customer out, calm the Customer and resolve the situation.
    Explanation
    The correct answer is to hear the customer out, calm the customer, and resolve the situation. This is because when a customer has a complaint, it is important to listen to their concerns and understand their perspective. By remaining calm and empathetic, the customer is more likely to feel valued and heard. Resolving the situation shows that the company is committed to addressing the issue and ensuring customer satisfaction. Arguing with the customer or ignoring the complaint would only escalate the situation and damage the customer-company relationship.

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  • 15. 

    When dealing with a Customer, you should not:

    • A.

      Get caught up in an argument.

    • B.

      Use the word "NO"

    • C.

      Give out orders or place blame on the Customer.

    • D.

      All of the Above

    Correct Answer
    D. All of the Above
    Explanation
    When dealing with a customer, it is important to maintain a positive and respectful attitude. Getting caught up in an argument can escalate the situation and damage the relationship. Using the word "NO" can come across as dismissive and unhelpful, leading to customer dissatisfaction. Giving out orders or placing blame on the customer can make them feel belittled and unappreciated. Therefore, all of the above actions should be avoided when interacting with customers to ensure a positive and satisfactory experience.

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  • 16. 

    What if the customer is not happy with your answer or solution?

    • A.

      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.

    • B.

      I will put the customer on hold, and then panic for my supervisor to approach me and take over the call.

    • C.

      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.

    • D.

      I will read the terms of agreement/terms and condition to the customer, and prove to them that I am right.

    Correct Answer
    C. 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.
    Explanation
    If the customer is not happy with the answer or solution provided, the best course of action is to calmly advise the customer that the given answer/solution is the best possible one. It is important to reassure the customer that their concern has been taken seriously and that the solution provided is the most suitable option. However, if the customer insists on speaking to a supervisor or if it is a standard procedure to transfer such calls, then it would be appropriate to transfer the call to a supervisor.

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  • 17. 

    Explain what steps will you take to deal with your unsatisfied customer?

    • A.

      Apologize and offer a better option

    • B.

      Act quickly and resolve the customer complaint

    • C.

      Apologize every now and then, offer bill credit adjustment

    • D.

      Take responsibility for what made customer unhappy

    • E.

      Transfer the call to retention department if acceptable by company policy

    Correct Answer(s)
    A. Apologize and offer a better option
    B. Act quickly and resolve the customer complaint
    D. Take responsibility for what made customer unhappy
    E. Transfer the call to retention department if acceptable by company policy
    Explanation
    To deal with an unsatisfied customer, the first step is to apologize and offer a better option to resolve their issue. This shows empathy and a willingness to make things right. Acting quickly to address the customer's complaint is crucial to prevent further dissatisfaction. Taking responsibility for what made the customer unhappy demonstrates accountability and a commitment to improving the situation. If necessary, transferring the call to the retention department, following company policy, can provide specialized assistance. Apologizing periodically and offering a bill credit adjustment can further demonstrate a genuine effort to rectify the customer's dissatisfaction.

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  • 18. 

    As an employee in customer service, how would you learn your business? Check all that apply. 

    • A.

      Learn about your entire company operation.

    • B.

      Learn only those products and services that are related to your job.

    • C.

      Learn about the offerings of your competitors.

    • D.

      Learn by hanging out with your supervisor and the rest of the management team.

    • E.

      Learn by reading and understanding all the products and services offered by your company.

    Correct Answer(s)
    A. Learn about your entire company operation.
    C. Learn about the offerings of your competitors.
    E. Learn by reading and understanding all the products and services offered by your company.
    Explanation
    To learn about your business as an employee in customer service, it is important to have a comprehensive understanding of your entire company's operation. This will help you provide better service and have a broader perspective on how your role fits into the overall business. Additionally, learning about the offerings of your competitors will allow you to stay informed about industry trends and provide better insights to customers. Finally, reading and understanding all the products and services offered by your company will enable you to provide accurate and detailed information to customers, enhancing their experience.

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  • 19. 

    When you look professional, you will act professionally.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    When you look professional, it often influences how you feel about yourself and how others perceive you. This can lead to behaving in a more professional manner, as you are more likely to uphold the standards and expectations associated with professionalism. Additionally, dressing and presenting yourself professionally can also signal to others that you take your work seriously and are committed to professionalism, which can further reinforce professional behavior. Overall, there is a correlation between looking professional and acting professionally.

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  • 20. 

    Why should you smile every time you answer a phone call?

    • A.

      Because it makes you look 5-10 years younger

    • B.

      Because you're laughing at your co-workers while picking up the phone

    • C.

      Because it will relax the muscles in your face

    • D.

      Because the person on the other end of the line can tell that you are smiling

    Correct Answer
    D. Because the person on the other end of the line can tell that you are smiling
    Explanation
    Smiling while answering a phone call is beneficial because the person on the other end of the line can detect the smile in your voice. Even though they cannot see your facial expression, the tone of your voice changes when you smile, conveying a positive and friendly attitude. This can help to create a pleasant and welcoming atmosphere during the conversation, making the interaction more enjoyable for both parties.

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  • 21. 

    You should tell the customer that they are at fault.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement suggests that it is not appropriate to tell the customer that they are at fault. This implies that the customer should not be blamed or held responsible for any issues or mistakes that may have occurred. Instead, the focus should be on finding a solution or resolving the problem without assigning blame.

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  • 22. 

    Apologize to the customer even if the fault was done by another agent from a different center.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    In customer service, it is important to take responsibility for resolving any issues or concerns, regardless of who may have caused the problem. Apologizing to the customer shows empathy and a willingness to address their concerns, even if the fault lies with another agent from a different center. This helps to maintain a positive relationship with the customer and demonstrates a commitment to providing excellent customer service.

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  • 23. 

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

    • A.

      Be honest and admit there is a problem

    • B.

      Work together to come up with solutions

    • C.

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

    • D.

      Both A and B

    Correct Answer
    D. Both A and B
    Explanation
    In a situation where a misunderstanding occurs 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. By choosing both options A and B, individuals can take responsibility for their actions and actively work towards resolving the misunderstanding in a constructive manner.

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  • 24. 

    A supervisor may criticize an employee in order to

    • A.

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

    • B.

      Show an employee who is the boss

    • C.

      Feel good about themselves

    • D.

      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
    A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. Criticism can be constructive and helpful in pointing out areas for improvement and providing guidance on how to do things in a more efficient or effective manner. This approach aims to support the employee's professional growth and development rather than simply asserting authority or boosting the supervisor's ego.

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  • 25. 

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

    • A.

      To not take it personally

    • B.

      To use positive self-talk

    • C.

      Both a and b above

    • D.

      None of the above

    Correct Answer
    C. Both a and b above
    Explanation
    When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means not internalizing the customer's negativity or criticism and reminding oneself to stay positive and calm in order to handle the situation effectively. By combining these two strategies, one can maintain a professional attitude and approach when dealing with difficult customers.

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  • 26. 

    Good customer service always involves

    • A.

      Giving the customer what they ask for.

    • B.

      Listening to your customer and showing you care.

    • C.

      Enforcing the rules and regulations

    • D.

      Discussing the terms and condition or terms of agreement

    Correct Answer
    B. Listening to your customer and showing you care.
    Explanation
    Good customer service always involves listening to your customer and showing you care. This means actively listening to their needs and concerns, empathizing with their situation, and taking appropriate actions to address their issues. By doing so, it demonstrates that you value and respect the customer, which helps to build trust and loyalty. Enforcing rules and regulations or discussing terms and conditions may be necessary in some situations, but they are not the primary focus of good customer service.

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  • 27. 

    You are talking to a customer over the phone, they are explaining a complicated query. You should... 

    • A.

      Tell the customer you can't help them, it sounds way too complicated and you don't want to provide misinformation

    • B.

      Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them

    • C.

      Interrupt the customer to offer a solution to their query, they are taking too long, this way the customer would be happy to hear the solution right away

    • D.

      Tell the customer that you are the top agent and you are about to get a promotion, place them on hold and then search for the solution

    Correct Answer
    B. Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them
    Explanation
    When dealing with a customer who is explaining a complicated query, it is important to show empathy and actively listen to their concerns. By repeating back what the customer has said, it ensures that you have understood their problem correctly and also demonstrates that you have taken the time to listen to them. This approach helps in building trust and rapport with the customer, even if you are unable to provide a solution for their query.

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  • 28. 

    This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. 

    • A.

      Self-Service Options

    • B.

      First Aid Resolution

    • C.

      Follow-up Call or Courtesy Call back

    • D.

      First Call Resolution

    Correct Answer
    D. First Call Resolution
    Explanation
    First Call Resolution refers to the ability of a customer service representative to address and resolve a customer's issue or query during their initial phone call. This means that the customer does not need to make a follow-up call or request a courtesy call back to get their problem resolved. First Call Resolution is considered important in providing efficient and satisfactory customer service, as it saves time and effort for both the customer and the company. By achieving First Call Resolution, the company demonstrates its ability to properly address the customer's needs and resolve their issues promptly.

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  • 29. 

    Which of the following actions must be taken when you experience a technical issue?

    • A.

      Attempt to resolve it yourself at least once.

    • B.

      Notify your immediate supervisor.

    • C.

      Contact Help Desk/Local It and/or Create a remedy ticket

    • D.

      All of the above

    Correct Answer
    D. All of the above
    Explanation
    All of the above actions must be taken when you experience a technical issue. Attempting to resolve it yourself at least once shows initiative and can help in finding a quick solution. Notifying your immediate supervisor is important as they need to be aware of the situation and can provide guidance or escalate the issue if needed. Contacting Help Desk/Local IT and creating a remedy ticket ensures that the problem is reported to the appropriate technical support team for further assistance and documentation.

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  • 30. 

    In a call center environment you can use your cellphone anytime, anywhere

    • A.

      As long as there is no Client Visit

    • B.

      True

    • C.

      As long as you don't get caught

    • D.

      False

    Correct Answer
    D. False
    Explanation
    The statement "In a call center environment you can use your cellphone anytime, anywhere" is false. In a call center environment, there are usually strict policies regarding the use of cellphones. Employees are typically not allowed to use their cellphones while on duty as it can be distracting and affect their productivity. Additionally, using cellphones during work hours may also violate confidentiality and privacy rules. Therefore, the correct answer is false.

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  • 31. 

    When a customer provides you with their contact information, what should you do?

    • A.

      Provide that information to your co-worker since they are looking for that customer

    • B.

      Post that information into a blog or social media

    • C.

      Write it down and keep it for future reference, after all the customer might call you back

    • D.

      Read the information back to the customer for verification, follow the next step of the call flow

    Correct Answer
    D. Read the information back to the customer for verification, follow the next step of the call flow
    Explanation
    When a customer provides you with their contact information, it is important to read the information back to the customer for verification. This ensures that the information was accurately recorded and avoids any potential mistakes or misunderstandings. Following this step, it is also important to follow the next step of the call flow, which may involve further actions or providing additional information to the customer. Keeping the customer's contact information for future reference is also a good practice, as it allows for easy access and follow-up if needed.

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  • 32. 

    How long can a customer be place on hold? (Normally or in most cases)

    • A.

      It depends if it is queuing

    • B.

      It depends on the hold music

    • C.

      No longer than 5mins

    • D.

      No longer than 2mins

    Correct Answer
    D. No longer than 2mins
    Explanation
    In most cases, a customer can be placed on hold for no longer than 2 minutes. This is because holding a customer for a longer duration may lead to frustration and dissatisfaction. It is important for businesses to prioritize efficient customer service and minimize wait times to ensure a positive customer experience.

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  • 33. 

    After each call, you have to.

    • A.

      Go outside and take a cup of coffee or quick bio break

    • B.

      Get ready for the next call

    • C.

      Wait for your smoking buddy

    • D.

      Get ready to talk about the latest trend in TV Shows and movies

    Correct Answer
    B. Get ready for the next call
    Explanation
    The given answer suggests that after each call, the person needs to prepare themselves for the next call. This implies that they should gather any necessary materials or information, mentally prepare for the upcoming conversation, and be ready to engage in the next call without any delay.

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  • 34. 

    If there is a high avail time, what would you do to be more productive?

    • A.

      Check/Read your company email, Group Chat or Instant Message

    • B.

      Check if no one is looking at you, and do a quick nap

    • C.

      Check for the latest trend in technology and gadgets

    • D.

      Check for latest Business related trend in your Company/Account/Campaign

    • E.

      Check for news and updates in your knowledge base or helpful websites

    • F.

      Check your notes, Do a follow up call if needed/keep your promised call back

    • G.

      Check your cellphone for important messages from love ones

    Correct Answer(s)
    A. Check/Read your company email, Group Chat or Instant Message
    D. Check for latest Business related trend in your Company/Account/Campaign
    E. Check for news and updates in your knowledge base or helpful websites
    F. Check your notes, Do a follow up call if needed/keep your promised call back
    Explanation
    The correct answer options suggest that in order to be more productive during high avail time, one should focus on tasks related to work and professional development. This includes checking and responding to company emails, group chats, and instant messages, staying updated on the latest business trends in the company or relevant accounts/campaigns, staying informed with news and updates from knowledge bases or helpful websites, and reviewing personal notes and making necessary follow-up calls. These activities prioritize work-related tasks and communication, ensuring that the time is utilized efficiently.

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  • 35. 

    How can you and the company build customer loyalty?

    • A.

      Track customer retention by surveying your customers

    • B.

      Offering as many bill credit adjustments or discounts as much as possible

    • C.

      Analyze the data to see how many customers are new and how many are returning for your service

    • D.

      Focus on converting new customers into returning customers as a plan of your customer retention plan

    • E.

      Transferring the call to the Loyalty department or a supervisor

    • F.

      Solicit feedback from customer so they feel that their opinions matter

    • G.

      As a Customer Service Representative, I must build connections with my customer

    Correct Answer(s)
    A. Track customer retention by surveying your customers
    C. Analyze the data to see how many customers are new and how many are returning for your service
    D. Focus on converting new customers into returning customers as a plan of your customer retention plan
    F. Solicit feedback from customer so they feel that their opinions matter
    G. As a Customer Service Representative, I must build connections with my customer
    Explanation
    The correct answer includes several strategies for building customer loyalty. Firstly, tracking customer retention through surveys allows the company to gather feedback and identify areas for improvement. Analyzing the data helps determine the proportion of new and returning customers, providing insights into customer loyalty. Focusing on converting new customers into returning customers demonstrates a commitment to long-term relationships. Soliciting feedback from customers makes them feel valued and shows that their opinions matter. Lastly, building connections with customers as a Customer Service Representative helps establish trust and loyalty.

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  • 36. 

    How do you deal with the verbally abusive customer?

    • A.

      Give a positive response, Assure the customer that you are there to help him and tell them that you require certain information from them to carry forward

    • B.

      Personalize the conversation, call the customer by name and refer to the issues not the way the customer gave it to you

    • C.

      Declare your intent and boundaries, Let your customer know that you can solve the problem and their demands are reasonable. You should not allow customer to continue if they are too much aggressive; it’s time to use other strategies

    • D.

      Warn the customer that he/she is verbally abusive already, then report the customer to the better business bureau.

    • E.

      Transfer the call (if acceptable to company policies and to the account), The best way is to switch on the call to the most experienced personnel or supervisor. Sooner you transfer the call, the customer will calm down –it’s a natural psychology.

    • F.

      Warn the customer that you have his/her information, and that this will go public if he/she continues.

    • G.

      Discontinue the conversation, Warn customer if he/she continues with abusive slang you will end the conversation. If the customer is still abusive even after speaking to them politely, it’s better to discontinue the conversation by telling them to contact the customer service complaint department for further discussion. Or Hung up the call (if acceptable to company policies and to the account)

    Correct Answer(s)
    A. Give a positive response, Assure the customer that you are there to help him and tell them that you require certain information from them to carry forward
    B. Personalize the conversation, call the customer by name and refer to the issues not the way the customer gave it to you
    C. Declare your intent and boundaries, Let your customer know that you can solve the problem and their demands are reasonable. You should not allow customer to continue if they are too much aggressive; it’s time to use other strategies
    E. Transfer the call (if acceptable to company policies and to the account), The best way is to switch on the call to the most experienced personnel or supervisor. Sooner you transfer the call, the customer will calm down –it’s a natural psychology.
    G. Discontinue the conversation, Warn customer if he/she continues with abusive slang you will end the conversation. If the customer is still abusive even after speaking to them politely, it’s better to discontinue the conversation by telling them to contact the customer service complaint department for further discussion. Or Hung up the call (if acceptable to company policies and to the account)
    Explanation
    The correct answer suggests a multi-step approach to dealing with verbally abusive customers. It advises giving a positive response and assuring the customer that help is available, while also requesting necessary information. Personalizing the conversation and focusing on the issues rather than the customer's tone is recommended. Declaring intent and boundaries is important, letting the customer know that their demands are reasonable but aggression will not be tolerated. If the situation escalates, transferring the call to a more experienced personnel or supervisor is suggested. If the customer continues to be abusive, it is advised to discontinue the conversation and direct them to the customer service complaint department.

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  • 37. 

    How do you deal with customers with the language barrier?

    • A.

      Deal with them with utmost respect like any other customer

    • B.

      Get the keywords, verify with it the customer and confirm understanding

    • C.

      Offer a free English lesson with them

    • D.

      Transfer the call to other department that speak's their language if possible.

    • E.

      Notify your supervisor that you have a phone issue and you need to reboot your connection.

    • F.

      Contact a translator or the language department that will help you with the customer

    • G.

      Politely ask if there is another person that could potentially help them.

    Correct Answer(s)
    A. Deal with them with utmost respect like any other customer
    B. Get the keywords, verify with it the customer and confirm understanding
    D. Transfer the call to other department that speak's their language if possible.
    F. Contact a translator or the language department that will help you with the customer
    G. Politely ask if there is another person that could potentially help them.
    Explanation
    When dealing with customers who have a language barrier, it is important to treat them with respect like any other customer. To ensure effective communication, it is helpful to identify keywords in their conversation, verify understanding with the customer, and confirm comprehension. If possible, transferring the call to a department that speaks their language can be a solution. Additionally, contacting a translator or the language department for assistance can facilitate communication. It is also appropriate to politely inquire if there is someone else who may be able to assist the customer.

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  • 38. 

    How do you deal with customers dialing the wrong number? (e.g. You work for Pizza House, and a customer is calling about his/her Phone Bill problems)

    • A.

      Ask what is the name of the customer's phone provider and then transfer the call.

    • B.

      Treat the customer the way you should treat any other customer, introduce yourself and ask if they have concerns relating to your work/company/products and services.

    • C.

      Repeat the opening spiel 3 times and louder than usual so that the customer would realize it.

    • D.

      Have a normal conversation with the customer, then wait for the right time to end the call.

    Correct Answer
    B. Treat the customer the way you should treat any other customer, introduce yourself and ask if they have concerns relating to your work/company/products and services.
    Explanation
    The correct answer suggests that when dealing with customers dialing the wrong number, it is important to treat them with respect and professionalism. By introducing oneself and asking if they have any concerns related to the work, company, products, or services, it shows that the customer's needs are being acknowledged and addressed. This approach ensures that the customer feels valued and may help in resolving any potential confusion or redirecting them to the appropriate contact.

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  • 39. 

    How do we typically handle ghost calls?

    • A.

      We typically wait for the call to get disconnected, we are not allowed to hung up.

    • B.

      Tell the customer, "Hello, hello, baby you called, I can't hear a thing."

    • C.

      Provide the standard "Ghost Spiel", which includes repeating the opening spiel and advising the caller you cant hear them.

    • D.

      Notify your supervisor right away so that the company can hire an exorcist.

    Correct Answer
    C. Provide the standard "Ghost Spiel", which includes repeating the opening spiel and advising the caller you cant hear them.
    Explanation
    The correct answer is to provide the standard "Ghost Spiel", which includes repeating the opening spiel and advising the caller that you can't hear them. This approach acknowledges the issue and informs the caller that there is a problem with the call. It allows the customer service representative to follow the standard procedure for handling ghost calls and ensures that the caller is aware of the situation.

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  • 40. 

    How do you handle receiving a DSAT? (Unsatisfactory survey/return or feedback from the customer)

    • A.

      Go on with your routine as if nothing happened.

    • B.

      Call the customer back, and ask why he/she gave you such rating.

    • C.

      Look for the customer's account and do something to get back at the customer.

    • D.

      Understand what happened during the call, learn from the opportunities and see the customer's perspective.

    Correct Answer
    D. Understand what happened during the call, learn from the opportunities and see the customer's perspective.
    Explanation
    The correct answer is to understand what happened during the call, learn from the opportunities, and see the customer's perspective. This response demonstrates a proactive approach to handling a DSAT. By understanding what went wrong during the call, the agent can identify areas for improvement and learn from the experience. Additionally, taking the customer's perspective into account allows for empathy and a better understanding of their dissatisfaction. This approach promotes growth and can help prevent future DSATs.

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Quiz Review Timeline +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Feb 01, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 25, 2017
    Quiz Created by
    Romel Boyose
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