White Glove Customer Service
White Glove Customer Service Quiz
Test your knowledge on the essentials of White Glove Customer Service! This quiz is designed to help you understand the fundamental aspects of providing exceptional service to customers.
By participating in this quiz, you will:
- Enhance your customer service skills
- Learn best practices for customer interaction
- Understand the core principles of creating memorable experiences
What is not an aspect of White Glove Customer Service:
Providing professional, polite, genuine, detail oriented, caring service to all customers
Understanding the importance of creating a memorable moment
Creating friendships and personal connections through your business position
Understanding that customers do not just buy products but buy feelings and experiences
Always do the following when preparing to send an email (Select all that apply):
Think twice before hitting ‘reply all’.
Re-read the message before sending
Be consistent with font type, size, and color through entire message
Use humor and sarcasm
Try to answer emails within 1-2 hours
When sending a new email it is appropriate to begin the email with “Hi There”.
True
False
When replying to an email or forwarding an email it is appropriate to answer or ask a question without addressing the email to a person or group because they are already part of the email chain
True
False
When answering the phone NEVER:
Answer between the 2nd and 3rd ring
Answer with a positive greeting
Ask before placing someone on hold
Use slang words, poor language, or sarcasm
Be patient and helpful
It is appropriate to interrupt the customer while they are speaking if you know the answer to the question they are trying to ask.
True
False
When speaking with a customer with whom you work on a regular basis it is appropriate to (Select all that apply):
Use a familiar and friendly greeting (Hello ____, how are you?)
Engage in friendly small talk. (How was your weekend/holiday? Etc.)
Joke with, tease or use pet/nick names.
Thank them for their continued support and patronage
End the conversation on a positive note
Speak in a frustrated tone because they’ll understand your point of view
Put them on hold without asking
It is appropriate to place a call on hold when you need assistance in helping them as long as you ask them first.
True
False
When speaking with a frustrated or angry customer always: (Select all that apply)
Listen carefully to their issue
Conduct the conversation professionally
Be patient and helpful
Focus on the call and not on another task
Yell over them when they are yelling at you
Hang up on the customer if they are being rude
Refrain from placing the customer on hold for more than 45 seconds
Speak clearly
When interacting with a customer in person ALWAYS:
Show up on time
Be on your best behavior
Be polite
Listen and be engaged in the conversation
Follow up
All of the above
When meeting with a customer in person it is appropriate to take notes on conversation points.
True
False
When meeting with a customer in person it is appropriate to text or email from your phone during the conversation.
True
False
13. What is the purpose of White Glove Customer Service? (Select all that apply)
To continue to develop and engage the teams to refine great customer service skills
To share tools, tips, and guidelines across all of 3D Systems to increase customer satisfaction
To make your job to be the main focus of your life inside and outside of work
To provide consistency across the teams and the business units when interacting with customers
To set clear expectations on performance
To allow customers to dictate processes and procedures to meet their individual needs
To create satisfied customers who will become superstar advocates for our business
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