Super User & SME Customer Service Quiz

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| By Ldickey

Ldickey

Community Contributor

Quizzes Created: 1 | Total Attempts: 189

Questions: 5 | Attempts: 189 | Updated: Mar 17, 2022

1.

Which of the following is more important during telephone communication?
- A.
  
  Tone of voice
- B.
  
  Words used
Correct Answer
A. Tone of voice

Explanation
During telephone communication, tone of voice is more important than the words used. This is because tone of voice conveys emotions, attitudes, and intentions, which can greatly impact the overall meaning and interpretation of the conversation. The tone of voice can help establish rapport, convey empathy, and ensure effective communication. Even if the words used are appropriate, if the tone of voice is harsh or disinterested, it can lead to misunderstandings and a breakdown in communication. Therefore, having a pleasant and appropriate tone of voice is crucial for successful telephone communication.

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2.

Saying "You'll have to..." is an appropriate answer to guide your customer through instructions.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
"Have To" has a negative and directive conotation. A more customer-senstive phrase would be "Need To".

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3.

As a Subject Matter Expert, users will come to me with questions about the system or process. That means they are my internal customer and I should treat them as such.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The statement is true because as a Subject Matter Expert, it is expected that users will approach you with questions about the system or process. Treating them as internal customers means providing them with the same level of respect, support, and assistance that would be given to external customers. This includes being responsive, helpful, and ensuring their needs are met in a timely manner. By treating users as internal customers, it helps to foster a positive working relationship and promotes effective communication and collaboration within the organization.

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4.

The most appropriate phrase when you don't know the answer is:
- A.
  
  "I don't know."
- B.
  
  "Just a second."
- C.
  
  "I'll find out."
Correct Answer
C. "I'll find out."

Explanation
"I'll find out" is the most appropriate phrase when you don't know the answer because it shows a willingness to seek the information and a commitment to finding the answer. It conveys a sense of responsibility and initiative, indicating that you are proactive in your approach to problem-solving. By saying "I'll find out," you acknowledge your lack of knowledge but also express a determination to acquire the necessary information, which is highly valued in many professional and personal situations.

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5.

This training was important in my role as a Subject Matter Expert because:

Super User & Sme Customer Service Quiz

Which of the following is more important during telephone communication?

Saying "You'll have to..." is an appropriate answer to guide your customer through instructions.

As a Subject Matter Expert, users will come to me with questions about the system or process. That means they are my internal customer and I should treat them as such.

The most appropriate phrase when you don't know the answer is:

This training was important in my role as a Subject Matter Expert because: