How Is Your Level In Customer Services

20 Questions | Total Attempts: 93

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Customer Quizzes & Trivia

This quiz is about Customer Service, how to deal with Difficult Situations and Interactions, and why it is import and ways you are delivering quality customer service.


Questions and Answers
  • 1. 
    Why is Great Costumer Service Important?  
    • A. 

      A. The customer is happy.

    • B. 

      B. You experience less grief from the costumer.

    • C. 

      C. Stress levels are down.

    • D. 

      D. All of the Above

  • 2. 
    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

  • 3. 
    When Dealing with a Customer, You Should Not?
    • A. 

      A. Get caught up in an argument.

    • B. 

      B. Use the word "NO"

    • C. 

      C. Give out orders or place blame on the Customer.

    • D. 

      D. All of the Above.

  • 4. 
    Customers are more easily satisfied if their expectations are effectively managed. 
    • A. 

      True

    • B. 

      False

  • 5. 
    Most upset customers will calm down if you offer a sincere apology. 
    • A. 

      True

    • B. 

      False

  • 6. 
    A complaining customer is?
    • A. 

      A. Always right

    • B. 

      B. Almost right

    • C. 

      C. Often lying

    • D. 

      D. Always the customer

  • 7. 
    Customers who complain want?
    • A. 

      A. Something for nothing.

    • B. 

      B. To be heard and have their experience validated.

    • C. 

      C. To vent for the sport of it.

    • D. 

      D. To be made majority shareholders in the company.

  • 8. 
    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

  • 9. 
    Customers who complain?
    • A. 

      A. Had unhappy childhoods.

    • B. 

      B. Are genetically predisposed to be sourpusses.

    • C. 

      C. Have trouble in their primary relationships.

    • D. 

      D. Are doing you a service in identifying what isn’t working in your business or organization.

  • 10. 
    What ______% of Customers never complain?
  • 11. 
    How many people will a dissatisfied customer tell about their experience?
    • A. 

      A. 5 to 6 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

    • B. 

      B. 9 to 10 people

    • C. 

      C. 3 to 6 people

    • D. 

      D. 9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

  • 12. 
    It can cost up to _____ times as much to attract a new customer than to retain and existing one. (enter a number)
  • 13. 
    Is there such thing as a difficult person?
    • A. 

      A. No, all people are easy to work with

    • B. 

      B. Yes, customers are inherently difficult

    • C. 

      C. No, the correct view is there are difficult situations and interactions

    • D. 

      D. None of the above.

  • 14. 
    When dealing with an aggressive customer, which of the following will help? 
    • A. 

      A. Taking a deep breath.

    • B. 

      B. Not responding with aggression.

    • C. 

      C. Ask, and keep asking, for the facts.

    • D. 

      D. All of the above.

  • 15. 
    Select all of the things you can do to aide in helping with a difficult interaction or situation. Check all that apply.
    • A. 

      A. Take a deep breath

    • B. 

      B. Interrupt the customer so you can take control of the call.

    • C. 

      C. Listen to what is being said and take notes.

    • D. 

      D. Apologize if necessary to the customer.

    • E. 

      E. Never give excuses.

  • 16. 
    Select all of the things you should never say or do when dealing with a difficult interaction or situation. Check all that apply.
    • A. 

      A. You should let the customer know you are not with this department.

    • B. 

      B. You should let the customer know it is not your fault.

    • C. 

      C. You should jump to conclusions and interrupt the customer whenever necessary.

    • D. 

      D. You should lose your temper if the customer is rude.

  • 17. 
    When dealing with a customer who is vague, is it better to patient with them while trying to bring them back to the issue?
    • A. 

      True

    • B. 

      False

  • 18. 
    The most credible advertising is a satisfied customer.
    • A. 

      True

    • B. 

      False

  • 19. 
    Which of the following does not contribute to the image you project?
    • A. 

      A. Body language

    • B. 

      B. Choice of words

    • C. 

      C. Your specific job title

    • D. 

      D. Tone of voice

  • 20. 
    If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
    • A. 

      A. 68% to 75%

    • B. 

      B. 36% to 49%

    • C. 

      C. 54% to 70%

    • D. 

      D. None of the above.

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