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Customer Service Exam: Questions With A+ Solutions
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Customer Service Exam: Questions With A+ Solutions
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Customer Service Exam: Questions With A+ SolutionsYou should use__________language when dealing with a customer. Right Ans
- Positive
How is Performance Measured? Right Ans - Metrics
What is the definition of a metric? Right Ans - A standard for evaluating
something.
A Customer Service Representative is responsible for the energy he or she
brings to an interaction with a customer. Right Ans - True
What does CRM stand for? Right Ans - Customer Relationship Management
Effective communication includes: Right Ans - Listening to the customer,
focusing on everything a customer has to say, & avoiding interrupting the
customer
Why should you ask questions? Right Ans - To gain more information and
make sure you understand the customer's issue.
If you can't give the customer exactly what they want, what should you do?
Right Ans - Try to find a solution that works for both the customer and the
company
What can help you identify the root cause of the issue? Right Ans -
Research
You can show empathy by: Right Ans - Trying to view the problem from the
customer's point of view
If you know what the issue is, you do not need to restate the problem to the
customer. Right Ans - False
Why should you thank the customer after resolving the issue? Right Ans -
To reassure the customer that the company values both them and their
business
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