Test Your Customer Service Knowledge

13 Questions

Settings
Please wait...
Customer Service Quizzes & Trivia

As a customer service agent, how much do you care about solving customer-related issues? What are the important things that you think you do to achieve the objectives of your job? Test your customer service knowledge below.


Questions and Answers
  • 1. 
    What is an escalation as it relates to AT&T?
    • A. 

      When you either transfer the call or contact an advanced group who can continue to assist the customer

    • B. 

      When you go up the stairs to a higher level in the building

    • C. 

      None of these

    • D. 

      When a customer calls in repeatedly about the same problem

  • 2. 
    A warm transfer is when an agent:
    • A. 

      Keeps the customer on hold while getting the other department on the line.

    • B. 

      Reassures the customer that he/she will be on hold for no more than two minutes following the transfer.

    • C. 

      Transfers the customer to a supervisor who will continue troubleshooting the issue.

    • D. 

      Is especially polite to the customer during a transfer.

  • 3. 
    A cold transfer is when an agent transfers a customer:
    • A. 

      To another departments IVR and queue.

    • B. 

      To a center in a colder climate.

    • C. 

      Without telling them they will be transferred.

    • D. 

      Is rude to the customer during a transfer.

  • 4. 
    If you encounter an unusual or extreme situation where you are unable troubleshoot or help a customer in any way, what is the correct course of action?
    • A. 

      Keep the customer on the line and contact your supervisor

    • B. 

      Escalate to the BBCCA.

    • C. 

      Transfer the customer to an Advanced Agent.

    • D. 

      Hang up.

  • 5. 
    There is a separate Billing desk specifically for Business customers.
    • A. 

      True

    • B. 

      False

  • 6. 
    Where should you transfer customers who want to upgrade their speed plan?
    • A. 

      Sales Desk

    • B. 

      BBCCA

    • C. 

      Universal Billing

    • D. 

      Customer Recovery Team

  • 7. 
    Which one of these accurately describes a verbally abusive customer?
    • A. 

      Uses language that is vulgar, violent, or sexual.

    • B. 

      Refuses any type of assistance and requests your supervisor.

    • C. 

      Threatens to sue AT&T.

    • D. 

      Yells and complains loudly while crying.

  • 8. 
    Where will you transfer a customer who is questioning a charge on their current statement?
    • A. 

      Universal Billing

    • B. 

      Data Reconciliation

    • C. 

      Sales Desk

    • D. 

      Customer Recovery Team

  • 9. 
    A customer who is transferred to you from another department and wants to sign up for a plan with a lower speed requires what type of escalation?
    • A. 

      Misdirect

    • B. 

      Advanced Agent

    • C. 

      Supervisor

    • D. 

      BBCCA

  • 10. 
    When escalating to Advanced Agent you should:
    • A. 

      Warm Transfer the customer.

    • B. 

      Complete the call and have Advanced Agent/Tier 2 contact the customer.

    • C. 

      Provide customer with contact number and complete the call.

    • D. 

      Cold Transfer the customer.

  • 11. 
    The correct way to handle a customer who is very upset is:
    • A. 

      Allow customer to vent without interrupting them.

    • B. 

      Attempt to calm the customer by offering a credit to their account.

    • C. 

      Immediately try to troubleshoot the customer.

    • D. 

      Demand the customer calm down and be reasonable.

  • 12. 
     When should you transfer to the Data Reconciliation department?
    • A. 

      When the customer account is suspended due to non-payment.

    • B. 

      When the customer wants to upgrade their speed.

    • C. 

      When the customer has been disconnected.

    • D. 

      When the customer has billing issues.

  • 13. 
    The Customer Recovery Team  handles:
    • A. 

      Customers who have been disconnected in error.

    • B. 

      Customer who want to disconnect their service.

    • C. 

      Customers who have not paid their bill.

    • D. 

      Customers with billing issues.