Customer Service Skills Exam Quiz!

1. You are talking to a customer over the phone, they are explaining a complicated query. You should...

Tell the customer you can't help them, it sounds way too complicated.

Interrupt the customer to offer a solution to their query, they are taking too long!

By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

Explanation

By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

2. You come into work and see some rubbish near the front door. You should...

Pick it up, it would create a bad impression to customers.

Leave it, it's the cleaners job.

It's outside, it doesn't matter.

It is important to pick up the rubbish near the front door because it would create a bad impression to customers. Maintaining a clean and tidy environment is crucial for a positive customer experience and reflects the professionalism of the workplace. Leaving it for the cleaners may lead to delays in cleaning and may give the impression of a lack of attention to detail. Additionally, even if it is outside, it still matters as it can still negatively impact the overall appearance of the workplace.

Explanation

It is important to pick up the rubbish near the front door because it would create a bad impression to customers. Maintaining a clean and tidy environment is crucial for a positive customer experience and reflects the professionalism of the workplace. Leaving it for the cleaners may lead to delays in cleaning and may give the impression of a lack of attention to detail. Additionally, even if it is outside, it still matters as it can still negatively impact the overall appearance of the workplace.

3. When a customer complains you should always...

Apologise.

Defend your or the companies actions.

Tell the customer it wasn't your fault.

Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

Explanation

Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

4. Good customer service always involves...

Giving the customer what they ask for.

Listening to your customer and showing you care.

Enforcing the rules.

You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

Explanation

You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

5. Your colleague is complaining about the team's Supervisor in front of their customer. Should you...

Let them carry on, the customer might feel sorry for you and leave a tip.

Say nothing, you don't like the Team Supervisor either.

Take them to one side away from the customer and politely ask them to stop.

This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

Explanation

This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

6. When customers call to get support resolving queries, the best Customer Service Representative will be...

The employee who resolves their problem most quickly.

The most knowledgeable employee.

The employee who listens and shows they understand the customer's query and cares about resolving it.

Customers appreciate someone who listens and shows they understand, more than someone who solves the problem quickly but shows no empathy.

Explanation

Customers appreciate someone who listens and shows they understand, more than someone who solves the problem quickly but shows no empathy.

7. When making eye contact with a customer, the first thing you should do is...

Smile.

Ask if you can help.

Say hello.

Smile.... making eye contact without a smile can look aggressive and chase customers away.

Explanation

Smile.... making eye contact without a smile can look aggressive and chase customers away.

8. If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?

You value their custom.

You are too busy to help them.

Your company has lots of business, so you must be giving good customer service.

Customers will think you are too busy to help them and may go elsewhere.

Explanation

Customers will think you are too busy to help them and may go elsewhere.

9. A difficult customer is...

Always right.

Never happy.

Always the customer.

Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

Explanation

Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

10. Face to Face, what percent of communication is the words used?

7%

5%

25%

The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.

Explanation

The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.