Customer Service Representative - Practice Test questions and answers well illustrated.

Customer Service Representative - Practice Test questions and answers well illustrated. Recognizing that a customer's psychological needs must be met when resolving incidents is called? - correct answers.Customer Call Differentiating What is the best way to minimize conflict with a customer? - correct answers.Remain friendly towards the customer. A talkative customer can result in extended call times. What is the best practice for disengaging from a customer? - correct answers.Recap the customer's actions. Which situation is most appropriate for an escalation? - correct answers.You have exhausted all available resources. What is the best way to handle calls related to non-supported items? - correct answers.Advise the customer of other means of getting assistance. What is the most important reason for providing status updates to customers? - correct answers.Customers need to know when they can get back to work. What is a best practice for documenting cases or incidents? - correct answers.Use correct punctuation. What is a best practice for building positive working relationships with others groups in the support center? - correct answers.Share your knowledge and expertise. What is the best reason for matching the communication style of your customer? - correct answers.Matching the communication style of your customer increases customer satisfaction. What is the best reason for demonstrating confidence? - correct answers.Demonstrating confidence puts you in control of calls. What is the best description of paraphrasing? - correct answers.Paraphrasing is using your own words to confirm your understanding of what the customer has said. You have asked a customer to reboot his or her computer. What is the best way to use silent time? - correct answers.Review the call history. What information should be documented for every case or incident? - correct answers.All information pertaining to attempted and successful resolutions. What is the best reason for logging all incidents? - correct answers.Logging incidents provides information that can be reused. What is the most likely benefit of recording all incidents? - correct answers.Recording all incidents allows the support center to be proactive. You have just received a customer call, but there are other team members laughing and joking in your area. What is the best course of action? - correct answers.Ask your team members to please quiet down before answering the phone. What is the best reason for having security policies in the support center? - correct answers.Security policies protect the company and its customers. What is the best example of active listening? - correct answers.Taking notes while you talk to the customer. What is the purpose of asking open-ended questions? - correct answers.Open-ended questions attempt to obtain elaboration or narrative. Which message follows best practices for writing business e-mails? - correct answers.Dear Sarah, we have completed the work you requested on Mr. Smith's printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you. What is the best reason for empathizing with a customer? - correct answers.Empathizing with a customer lets the customer know that you understand how he or she feels. What action should be avoided when documenting incidents? - correct answers.Recording customer emotions. What is the best example of an open-ended question? - correct answers.Describe the steps you have taken to resolve the incident so far. A customer with an important presentation to give in one-hour is upset because a document will not print. You ask the customer question about the incident, but the customer keeps talking about what will happen if the document is not available. What should you do to get the customer to refocus on the incident? - correct answers.Allow the customer to vent. What is an important benefit of active listening? - correct answers.Active listening improves the quality of incident analysis.