Customer Service Rep/Employee....What Would You Do?

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| By Teresacoles
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Teresacoles
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Quizzes Created: 1 | Total Attempts: 142
| Attempts: 142 | Questions: 10
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1. If a customer asks to return an item, what would you do?

Explanation

It is best to offer assistance by asking why they want to return, as it may be an easily resolved issue without them having to return their order. You will not know if you do not ask.

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About This Quiz
Customer Service Rep/Employee....What Would You Do? - Quiz

This quiz evaluates scenarios faced by customer service representatives, testing their ability to handle typical workplace situations effectively.

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2. If a customer requests to speak to a supervisor and there are no notes on the order as to what the problem is, how would you handle?

Explanation

It is best to first try to find out the reason they want a supervisor. You may be able to easily assist them. Once the reason is determined, you would be able to either assist them or direct them to a supervisor.

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3. If you request via email the status of a shipment from the warehouse and you do not receive a response by end of day, what would you do?

Explanation

Calling the warehouse/order manager for immediate assistance is the fastest way to provide accurate up to date information for the customer.

Submit
4. If you are unexpectantly delayed in reporting to work at your assigned time, what should you do?

Explanation

In the event your supervisor can not take your call, it is proper to try all avenues to reach that person as quickly as possible to inform them of your work status for the day.

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5. A customer calls in to check status of their order.  It was placed 10 days ago and has not shipped.  What would you do?

Explanation

It is proper to check on the status for the customer, as the ship status of this order is now your main concern so as to provide the customer with World Class Customer Service.

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6. If a customer started using offensive and threatening language, what would you do?

Explanation

It is common procedure to give 3 separate warnings for 3 separate occasions of a customer using profanity with threatening remarks and then disconnect the call. Record all pertinent information in the order and notify your supervisor.

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7. A customer has called in because they received a notice that their credit card was declined.  They do not understand why it declined and have asked you to have it rerun manually and verifies that all information on the order is correct..  What would you do?

Explanation

The correct answer is to ask the customer if it is a debit or credit card, and ask if they have a daily spending limit, and ask if it is an international card. This is the appropriate response because understanding the type of card and any limitations or restrictions can help determine the reason for the decline. By gathering this information, the customer service representative can provide more accurate assistance and guidance to the customer.

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8. A customer has received an item damaged.  You offer to assist them with receiving the replacement parts they need, but they refuse to get parts and want a new item shipped out.  It has been 20 days since it was delivered.  What would you do?

Explanation

The correct answer is to notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder. This is the best course of action because the customer has refused to get parts and wants a new item shipped out. By notifying the appropriate person(s) responsible for issuing damaged call tags, the necessary steps can be taken to resolve the issue and provide the customer with a replacement item. It is important to involve the appropriate personnel to ensure a smooth and efficient resolution to the customer's concern.

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9. A customer notifies us they noticed their package was damaged in transit while viewing the package tracking information online.  It is being returned to shipper. They want this rectified so they receive their item undamaged.  (It was shipped on our account).  What would you do?

Explanation

You should immediately verify the ship status automatically when you are informed of this. Waiting to verify the ship status only delays assisting the customer. When it is damaged in transit and RTS to shipper, it is ok to verify the statement online, then immediately let the customer know you will handle right away and a reorder will be placed immediately; and ask the appropriate person(s) to file a claim and place a reorder.

Submit
10. A customer/client has requested your assistance at a time that is 15 mins after you were to leave work for the day.  What would you do?

Explanation

With so many varying work schedules, availabilty, etc, our customers chosen time of availability is important and worth staying to assist them when they are available.

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  • Jul 20, 2009
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If a customer asks to return an item, what would you do?
If a customer requests to speak to a supervisor and there are no notes...
If you request via email the status of a shipment from the warehouse...
If you are unexpectantly delayed in reporting to work at your assigned...
A customer calls in to check status of their order.  It was...
If a customer started using offensive and threatening language, what...
A customer has called in because they received a notice that their...
A customer has received an item damaged.  You offer to assist...
A customer notifies us they noticed their package was damaged in...
A customer/client has requested your assistance at a time that is 15...
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