Customer Service MCQ: Trivia Quiz!

1. When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.

True

False

When you answer a call, it is your responsibility to ensure that the customer is connected to the appropriate department that can assist them in resolving their issue. This means that if the customer's concern falls outside of your area of expertise or responsibility, you should transfer the call to the relevant department or individual who can provide the necessary assistance. By doing so, you are actively working towards resolving the customer's problem and providing them with the support they need.

Explanation

When you answer a call, it is your responsibility to ensure that the customer is connected to the appropriate department that can assist them in resolving their issue. This means that if the customer's concern falls outside of your area of expertise or responsibility, you should transfer the call to the relevant department or individual who can provide the necessary assistance. By doing so, you are actively working towards resolving the customer's problem and providing them with the support they need.

2. When dealing with a customer who is vague, is it better to the patient with them while trying to bring them back to the issue?

True

False

When dealing with a vague customer, it is better to be patient with them while trying to bring them back to the issue. This is because being patient allows the customer to feel heard and understood, which can help build trust and rapport. Additionally, gently guiding them back to the issue can help clarify their concerns and provide a better resolution.

Explanation

When dealing with a vague customer, it is better to be patient with them while trying to bring them back to the issue. This is because being patient allows the customer to feel heard and understood, which can help build trust and rapport. Additionally, gently guiding them back to the issue can help clarify their concerns and provide a better resolution.

3. Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?

True

False

Taking pride in your work, smiling, being alert and aware, and not being afraid to ask are all positive behaviors that can greatly influence the service you provide to customers. When you take pride in your work, you are more likely to go the extra mile to ensure customer satisfaction. Smiling and being friendly creates a welcoming atmosphere and helps to build rapport with customers. Being alert and aware allows you to anticipate and address customer needs effectively. Lastly, not being afraid to ask for help or clarification shows a commitment to providing the best service possible. All of these factors contribute to the overall customer experience.

Explanation

Taking pride in your work, smiling, being alert and aware, and not being afraid to ask are all positive behaviors that can greatly influence the service you provide to customers. When you take pride in your work, you are more likely to go the extra mile to ensure customer satisfaction. Smiling and being friendly creates a welcoming atmosphere and helps to build rapport with customers. Being alert and aware allows you to anticipate and address customer needs effectively. Lastly, not being afraid to ask for help or clarification shows a commitment to providing the best service possible. All of these factors contribute to the overall customer experience.

4. When a customer accidentally gets disconnected should we call them back?

Yes

No

It is important to call back a customer who accidentally gets disconnected because it shows a commitment to customer service and ensures that their needs are met. By reaching out to the customer, it demonstrates that their time and satisfaction are valued. Additionally, it allows for any unresolved issues or questions to be addressed promptly, improving the overall customer experience.

Explanation

It is important to call back a customer who accidentally gets disconnected because it shows a commitment to customer service and ensures that their needs are met. By reaching out to the customer, it demonstrates that their time and satisfaction are valued. Additionally, it allows for any unresolved issues or questions to be addressed promptly, improving the overall customer experience.

5. When Dealing with a Customer, You Should Not?

Get caught up in an argument.

Use the word "NO"

Give out orders or place blame on the Customer.

All of the Above.

When dealing with a customer, it is important to maintain a positive and respectful attitude. Getting caught up in an argument can escalate the situation and damage the relationship with the customer. Using the word "NO" can create a negative impression and make the customer feel rejected. Giving out orders or placing blame on the customer can come across as rude and unprofessional. Therefore, all of the above options should be avoided when dealing with a customer.

Explanation

When dealing with a customer, it is important to maintain a positive and respectful attitude. Getting caught up in an argument can escalate the situation and damage the relationship with the customer. Using the word "NO" can create a negative impression and make the customer feel rejected. Giving out orders or placing blame on the customer can come across as rude and unprofessional. Therefore, all of the above options should be avoided when dealing with a customer.

6. Which department of establishments handles call center operations?

Sales department

Administration department

Customer relationship department

The correct answer is Customer relationship department. This department is responsible for handling call center operations as it focuses on building and maintaining relationships with customers. They handle customer inquiries, complaints, and provide support and assistance. This department plays a crucial role in ensuring customer satisfaction and enhancing the overall customer experience.

Explanation

The correct answer is Customer relationship department. This department is responsible for handling call center operations as it focuses on building and maintaining relationships with customers. They handle customer inquiries, complaints, and provide support and assistance. This department plays a crucial role in ensuring customer satisfaction and enhancing the overall customer experience.

7. When dealing with an aggressive customer, which of the following will help?

Taking a deep breath.

Not responding with agggression.

Ask, and keep asking, for the facts.

All of the above.

When dealing with an aggressive customer, taking a deep breath can help to calm oneself and maintain composure. Not responding with aggression is important as it can escalate the situation further. Asking for the facts and continuing to do so helps to gather information and understand the customer's concerns better. Therefore, all of these actions can be effective in handling an aggressive customer.

Explanation

When dealing with an aggressive customer, taking a deep breath can help to calm oneself and maintain composure. Not responding with aggression is important as it can escalate the situation further. Asking for the facts and continuing to do so helps to gather information and understand the customer's concerns better. Therefore, all of these actions can be effective in handling an aggressive customer.

8. If you resolve a complaint to the customer's satisfaction, what percentage of customers will stay with you?

68% to 75%

36% to 49%

54% to 70%

None of the above.

If a complaint is resolved to the customer's satisfaction, it is likely that a high percentage of customers will stay with the company. The range of 68% to 75% suggests that a significant majority of customers will remain loyal after their complaint has been addressed. This indicates that effective complaint resolution can have a positive impact on customer retention.

Explanation

If a complaint is resolved to the customer's satisfaction, it is likely that a high percentage of customers will stay with the company. The range of 68% to 75% suggests that a significant majority of customers will remain loyal after their complaint has been addressed. This indicates that effective complaint resolution can have a positive impact on customer retention.

9. Select all of the things you can do to aid in helping with a difficult interaction or situation.

Take a deep breath

Interrupt the customer so you can take control of the call.

Listen to what is being said and take notes.

Apologize if necessary to the customer.

Never give excuses.

In a difficult interaction or situation, taking a deep breath helps to calm oneself and maintain composure. Listening to what is being said and taking notes allows for better understanding of the issue and helps in finding a solution. Apologizing if necessary shows empathy towards the customer and helps in resolving the situation. On the other hand, interrupting the customer to take control of the call can escalate the situation further, and giving excuses can undermine the customer's trust and confidence.

Explanation

In a difficult interaction or situation, taking a deep breath helps to calm oneself and maintain composure. Listening to what is being said and taking notes allows for better understanding of the issue and helps in finding a solution. Apologizing if necessary shows empathy towards the customer and helps in resolving the situation. On the other hand, interrupting the customer to take control of the call can escalate the situation further, and giving excuses can undermine the customer's trust and confidence.

Submit

10. A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

Tell the person what you think the answer might be.

Refer the person to your supervisor.

Say that you are not allowed to give out that information to the public

Inform the person that you don't know but will find out.

Referring the person to your supervisor is the best course of action in this situation because you do not know the answer to the customer's question. By referring them to your supervisor, you ensure that the customer receives accurate and reliable information. Your supervisor is likely to have more knowledge and authority to provide the correct deadline for filing a permit application.

Explanation

Referring the person to your supervisor is the best course of action in this situation because you do not know the answer to the customer's question. By referring them to your supervisor, you ensure that the customer receives accurate and reliable information. Your supervisor is likely to have more knowledge and authority to provide the correct deadline for filing a permit application.