Customer Service And Call Centre 101 Quiz!

40 Questions | Total Attempts: 2234

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Customer Service And Call Centre 101 Quiz! - Quiz

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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.

  • 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.

  • 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

  • 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

  • 5. 
    The Customer...
    • A. 

      Is always right...

    • B. 

      Often lies...

    • C. 

      Is always the customer...

    • D. 

      Can offend the agent whenever he/she wants

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 12. 
    What is the complete name of the company you are applying for?
  • 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?

  • 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.

  • 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.

  • 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.

  • 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

  • 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.

  • 19. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 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

  • 21. 
    You should tell the customer that he/she is at fault.
    • A. 

      True

    • B. 

      False

  • 22. 
    Apologize to the customer even if the fault was done by another agent from a different center.
    • A. 

      True

    • B. 

      False

  • 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

  • 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

  • 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

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