Exam (elaborations)
Customer Service Exam: Questions With A+ Solutions
- Course
- Institution
Customer Service Exam: Questions With A+ Solutions
[Show more]
Content preview
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
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Studyhall. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $8.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
81113 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now