Customer Service Examination

1. True or False: You should greet and say the company's name when you answer the phone.

True

False

2. If you had a customer who had a problem or query, what might you do to help them?

Ignore them.

Ask them what the problem is.

Wait for them to ask someone else

3. True or False: Apologize to the customer even if the fault was done by another staff.

True

False

4. If you where unable to answer the customer's question, query or problem what might you do?

Put the customer on hold and ask a colleague or supervisor.

Tell them you do not know the answer.

Tell them to call back later

5. True or False: Argue with the customer. Stand for your right.

True

False

6. True or False: To understand customers, you need to get close to them, stay tuned in to them, and think like them.

True

False

7. True or False: You should tell the customer if he/she is at fault

True

False

8. What are the key reasons for customer dissatisfaction?

Employees who don't listen to what the customer is saying.

Employees who ignore customers completely.

Employees who don't follow up or follow through.

Employees who ask too many questions.

Submit

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

Because it will make you feel better

Because smiling is fun

Because you are having a bad day

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

Submit

10. To develop rapport over the phone you should do the following:

Smile

Tell them everything you know about a product or service

Point your heart towards them

Make Eye contact

Listen

Submit

Customer Service Examination

1. True or False: You should greet and say the company's name when you answer the phone.

2.

What first name or nickname would you like us to use?

2. If you had a customer who had a problem or query, what might you do to help them?

3. True or False: Apologize to the customer even if the fault was done by another staff.

4. If you where unable to answer the customer's question, query or problem what might you do?

5. True or False: Argue with the customer. Stand for your right.

6. True or False: To understand customers, you need to get close to them, stay tuned in to them, and think like them.

7. True or False: You should tell the customer if he/she is at fault

8. What are the key reasons for customer dissatisfaction?

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

10. To develop rapport over the phone you should do the following: