Customer Service: Basic Training Questions! Quiz

1. If you had a customer who had a problem or query, what might you do to help them?

Ignore them

Wait for them to ask someone else

Ask for details about the problem

To effectively help a customer with a problem or query, it is important to ask for details about the problem. By doing so, you can gather specific information that will enable you to understand the issue better and provide appropriate assistance. This approach shows that you are attentive, proactive, and genuinely interested in resolving the customer's concern. It also allows you to tailor your response and offer a more targeted solution, ultimately improving the customer experience and increasing their satisfaction.

Explanation

To effectively help a customer with a problem or query, it is important to ask for details about the problem. By doing so, you can gather specific information that will enable you to understand the issue better and provide appropriate assistance. This approach shows that you are attentive, proactive, and genuinely interested in resolving the customer's concern. It also allows you to tailor your response and offer a more targeted solution, ultimately improving the customer experience and increasing their satisfaction.

2. If you were unable to answer the customer's question, query or problem what might you do?

Tell them to come back later

Ask a colleague or supervisor

Tell them you do not know the answer

Asking a colleague or supervisor is the best course of action if you are unable to answer a customer's question or address their problem. This shows that you are proactive and willing to seek assistance in order to provide the customer with the correct information or solution. It also ensures that the customer's needs are met in a timely manner, as your colleague or supervisor may have the necessary knowledge or resources to assist them.

Explanation

Asking a colleague or supervisor is the best course of action if you are unable to answer a customer's question or address their problem. This shows that you are proactive and willing to seek assistance in order to provide the customer with the correct information or solution. It also ensures that the customer's needs are met in a timely manner, as your colleague or supervisor may have the necessary knowledge or resources to assist them.

3. What might give a customer a positive impression of yourself? (Select all that apply)

Uniform and hygiene

Body language

Language used

Telling customers you don't know the answer to their question

Uniform and hygiene can give a customer a positive impression as it shows professionalism and attention to detail. Body language is also important as it can convey confidence, attentiveness, and approachability. Language used is crucial in creating a positive impression as it should be polite, clear, and helpful. Telling customers that you don't know the answer to their question can also leave a positive impression as it shows honesty and a willingness to find the correct information.

Explanation

Uniform and hygiene can give a customer a positive impression as it shows professionalism and attention to detail. Body language is also important as it can convey confidence, attentiveness, and approachability. Language used is crucial in creating a positive impression as it should be polite, clear, and helpful. Telling customers that you don't know the answer to their question can also leave a positive impression as it shows honesty and a willingness to find the correct information.

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4. If a customer gets upset due to weather delays, is it alright to refund shipping charges?

True

False

You should try to explain the situation to the customer first. If they are unhappy with the resolution, start slowly. Offer only to credit a small portion of their shipping and go up from there if need be.

Explanation

You should try to explain the situation to the customer first. If they are unhappy with the resolution, start slowly. Offer only to credit a small portion of their shipping and go up from there if need be.

5. Our customer called to report that they have received an incorrect item. What do you do?

Apologize, do a replacement and have customer ship back the incorrect item

Tell the customer to return the wrong item. Once we receive, offer a resend.

Apologize and have the customer ship back the incorrect item

Have the customer ship back the incorrect item and help them to place an order for the correct one

You should always apologize first. Second, you should do a replacement order for the customer. If the incorrect item is under $20, the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

Explanation

You should always apologize first. Second, you should do a replacement order for the customer. If the incorrect item is under $20, the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

6. What sort of questions might you be able to ask customers? (Select all that apply)

May I help you?

What are you looking for today?

Did you find everything your were looking for today?

What's wrong?

Are you crazy?

The correct answers are "May I help you?", "What are you looking for today?", and "Did you find everything you were looking for today?". These questions are appropriate for customer service interactions as they show a willingness to assist the customer, gather information about their needs, and ensure their satisfaction. The other options, "What's wrong?" and "Are you crazy?" are inappropriate and unprofessional for customer interactions.

Explanation

The correct answers are "May I help you?", "What are you looking for today?", and "Did you find everything you were looking for today?". These questions are appropriate for customer service interactions as they show a willingness to assist the customer, gather information about their needs, and ensure their satisfaction. The other options, "What's wrong?" and "Are you crazy?" are inappropriate and unprofessional for customer interactions.

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7. Our customer got a damaged item that costs $50. What do you do?

Have the customer return the item and dispatch a new one, once the old shipment reaches you

Have the customer return the damaged item and place a brand new order for the new item

You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charge (leave case notes indicating this), and create a replacement order for the item right away.

Explanation

You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charge (leave case notes indicating this), and create a replacement order for the item right away.