Mastering Customer Service
Mastering Customer Service
Are you ready to test your customer service skills? Our quiz covers essential scenarios and concepts that every customer service representative should know. Whether you're a seasoned professional or just starting out, this quiz will help you gauge your understanding and identify areas for improvement.
- 10 Multiple Choice Questions
- Enhance your communication skills
- Gain insights into handling difficult situations
You are talking to a customer over the phone, they are explaining a complicated query. You should...
Tell the customer you can't help them, it sounds way too complicated.
Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.
Interrupt the customer to offer a solution to their query, they are taking too long!
Your colleague is complaining about the team's Supervisor in front of their customer. Should you...
Say nothing, you don't like the Team Supervisor either
Take them to one side away from the customer and politely ask them to stop.
Let them carry on, the customer might feel sorry for you and leave a tip.
A difficult customer is...
Never happy.
Always the customer
Always right
Face to Face, what percent of communication is the words used?
5%
7%
25%
When customers call to get support resolving queries, the best Customer Service Representative will be...
The employee who listens and shows they understand the customer's query and cares about resolving it.
The most knowledgeable employee
The employee who resolves their problem most quickly.
If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?
You value their custom.
You are too busy to help them
Your company has lots of business, so you must be giving good customer service.
You come into work and see some rubbish near the front door. You should...
Pick it up, it would create a bad impression to customers.
Leave it, it's the cleaners job.
It's outside, it doesn't matter.
When a customer complains you should always...
Apologise
Tell the customer it wasn't your fault.
Defend your or the companies actions
Good customer service always involves...
Giving the customer what they ask for.
Listening to your customer and showing you care.
Enforcing the rules.
When making eye contact with a customer, the first thing you should do is...
Ask if you can help
Say hello
Smile.
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