Day 4 Quiz
Customer Service Skills Quiz
Test your knowledge and skills in customer service with our comprehensive quiz! This quiz covers various aspects of soft skills, customer handling, and effective communication.
- Understand the importance of creativity and acknowledgment.
- Learn how to maintain call control and handle difficult customers.
- Identify traits essential for successful customer service agents.
The soft skills learning process will it stop?
Not at all
It will stop one day we mature enough
Select any single benefit of customer satisfaction survey on customer service line
Increase agent's salary
Identify service flows
Identify service quality level
Give rewards back to customers
How creativity could help in customer case industry?
Creativity makes me come up with solutions fast in tricky situations
Creativity helps me find another way to do things besides what they told me to do at work
I can only become a supervisor with creativity
The given script becomes useless in some situations, with creativity I can come out of the beaten path
In case of an abusive caller who crossed the line insulting my race, how many warnings shall I give before I end the line?
0
1
2
3
If you tell the customer you prefer a product more than another, will this be considered as personal information?
Yes
No
Maintaining call control is
To arrange the subject and avoid random shifting?
To be in full control of the communication and allow the customer to speak only when you finish?
Focusing during calls is
The ability to remember 10 digits and repeat it back
The ability to listen and note down the provided information using all your resources
Who is the jewelry of the contact center?
Agents who enjoy some good sense of a humor.
Agents who can resolve the customer's issue blind folded.
Agents who never makes any kind of mistakes
Agents who are nice and friendly with anyone and everyone
We are 100% sure that the customer's idea is false and he insists, if we insist too will that be considered as...
Argument
Correction
Customer care
Protecting company's image
Select all correct answers, Dear air is ...
Both agent and customer are silent in the call
Customer is silent listening and agent is talking explaining
Customer is explaining and agent is silent listening
Both are talking and no one is listening
Acknowledgment is ...
Verbally and non verbally the agent confirms to customer that he is listening and understanding
To say YES I understood once the customer ask or finish talking
The greeting is the first expression of the customer about the agent, do you agree?
Select only the traits among the soft skills mentioned yesterday
Emotion stability
Creativity
Friendliness
Communication
Knowledge retention
Coordination
Accuracy
Proper team work
Adaptability
Can we lie?
Not really
Not acceptable
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