Customer Service
Mastering Customer Service
Test your knowledge on customer service principles and practices with this engaging quiz! Understand the importance of customer satisfaction and discover the impact of effective service on your business.
- 12 challenging questions
- Learn valuable insights
- Receive instant feedback
Which of the following is an existing customer likely to do?
Spend more money with the company
Spend more frequently with the company
Try out competitors
Recommend the company to others
How much money does a company have to spend on replacing a dissatisfied customer?
5-6 times more
6-7 times more
7-8 times more
8-9 times more
A customer has a bad experience. How many people will hear about it compared to a good experience
More than 4 times as many
More than 3 times as many
More than 2 times as many
2 times as many
50 customers have a negative experience in a month. How many negative CSATs do we receive?
30
50
20
10
5
2
Whose customers are most satisfied with the service?
Global leaders
Small sized enterprises
International brands
Medium sized enterprises
There is an IVR with many options. How many customers give up trying to get through?
More than two thirds
More than a quarter
More than a third
More than a half
Having good customer service:
Costs little
Costs a lot
Promotes sales
Fosters WOM marketing
Is not worth the cost
Promotes customer retention
Stops employee turnover
Is reactive
Is proactive
When answering an e-mail, what is more important?
Quick response
Accurate response
A person can forget what you said, what you did, but they will never forget how you made them feel. What's most important:
Accurate answer
Quick response
Empathy
To the point response
How often does the agent not know with whom they are communicating?
More than one fifth of the time
More than 2 fifths of the time
More than 4 fifths of the time
More than 3 fiths of the time
What is more sought after?
More contact methods (email, chat, social media...)
Better opening hours
A human touch
Native speakers
Talking directly to a specialist costs a fee. How many customers would do it?
30%
50%
70%
90%
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