Customer Service MCQ: Trivia Quiz!

10 Questions | By Nidkhurana | Last updated: Mar 22, 2022 | Total Attempts: 1127

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Customer Service MCQ: Trivia Quiz! - Quiz

Questions and Answers

1.

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
- A.
  
  Tell the person what you think the answer might be.
- B.
  
  Refer the person to your supervisor.
- C.
  
  Say that you are not allowed to give out that information to the public
- D.
  
  Inform the person that you don't know but will find out.
2.

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.
3.

When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
- A.
  
  True
- B.
  
  False
4.

When dealing with an aggressive customer, which of the following will help?
- A.
  
  Taking a deep breath.
- B.
  
  Not responding with agggression.
- C.
  
  Ask, and keep asking, for the facts.
- D.
  
  All of the above.
5.

When dealing with a customer who is vague, is it better to the patient with them while trying to bring them back to the issue?
- A.
  
  True
- B.
  
  False
6.

If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
- A.
  
  68% to 75%
- B.
  
  36% to 49%
- C.
  
  54% to 70%
- D.
  
  None of the above.
7.

Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
- A.
  
  True
- B.
  
  False
8.

Select all of the things you can do to aid in helping with a difficult interaction or situation.
- A.
  
  Take a deep breath
- B.
  
  Interrupt the customer so you can take control of the call.
- C.
  
  Listen to what is being said and take notes.
- D.
  
  Apologize if necessary to the customer.
- E.
  
  Never give excuses.
9.

Which department of establishments handles call center operations?
- A.
  
  Sales department
- B.
  
  Administration department
- C.
  
  Customer relationship department
10.

When a customer accidentally gets disconnected should we call them back?
- A.
  
  Yes
- B.
  
  No

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