QA QUIZ
Customer Service Excellence Quiz
Test your knowledge on customer service best practices with our engaging quiz! This quiz covers essential behaviors and protocols that can enhance customer satisfaction and improve interactions.
In this quiz, you will:
- Learn about effective communication techniques.
- Understand the importance of customer empathy.
- Explore problem-solving methods.
What does the behavior: Maintained relevant conversation stands for?
Agent was quick an efficient with the interacion
Resolution was done without any doubt
Agent had conversation that related to the issue
None
What does the behavior: Customer acknowledgement stands for?
Agent acknowledges the feelings of the customer
Agent acknowledges the feelings of the customer and assures help
Agent acknowledges the feelings of the customer and understands the customers needs while providing assurance of help and empathy
Provides assurance of help and paraphrases.
What does the behavior: Understood the customers issue/concern stands for?
Agent ask if what the customer said is correct
Agent provides a paraphrasing to make sure him and the customer are on the same page.
What would be a probing question for the following scenary: the customer received a damaged item
Asking the customer if he is ELITE
Asking the customer when the item arrived
Asking the customer if the item or the box are damaged
Asking the customer for the order number
How much time are you allowed to be on hold?
2 minutes max
3 minutes max
4 minutes max
5 mins max
If a customer leaves his complete name and email in the pre chat form
I Ask for the information again to verify the customers account
I ask only for the phone
I do not confirm the email once again
I confirm the email and ask for the phone
What does Ownership means?
Offering to assits, assuring the customer,and made sure issue is resolved
Assuring the customer, providing empathy and made sure issue is resolved
What does educating the customer means
Telling the customer why we cant help him
Telling the customer how to fix the issue and how to avoid it in the future
Explainig the customer why it occured, how to fix and how to avoid
All above
How many grammar errors are allowed in a complete interaction to have this behavior as a MEETS??
5
4
3
6
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