Customer Service Rep/Employee....What Would You Do?
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This is a short quiz to evaulate your answers.
- 1.
A customer calls in to check status of their order. It was placed 10 days ago and has not shipped. What would you do?
- A.
Offer to check ship status with the warehouse and get back to customer.
- B.
Let customer know that the item states it ships in approximately 7-10 days and they will be receiving ship notification in a day or so.
- C.
Assure customer all is fine with their order and it should be shipping any day now.
Correct Answer
A. Offer to check ship status with the warehouse and get back to customer.Explanation
It is proper to check on the status for the customer, as the ship status of this order is now your main concern so as to provide the customer with World Class Customer Service.Rate this question:
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- 2.
If you are unexpectantly delayed in reporting to work at your assigned time, what should you do?
- A.
Call your supervisor and leave a voice mail message if they do not answer with when you expect to be in.
- B.
Email your supervisor with when you expect to be in.
- C.
Call your supervisor and leave a voice mail message if they do not answer with when you expect to be in; follow up with an email to your supervisor.
Correct Answer
C. Call your supervisor and leave a voice mail message if they do not answer with when you expect to be in; follow up with an email to your supervisor.Explanation
In the event your supervisor can not take your call, it is proper to try all avenues to reach that person as quickly as possible to inform them of your work status for the day.Rate this question:
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- 3.
If you request via email the status of a shipment from the warehouse and you do not receive a response by end of day, what would you do?
- A.
Call the warehouse/order manager for immediate assistance.
- B.
Ask a supervisor for assistance.
- C.
Send a second email asking for immediate assistance.
Correct Answer
A. Call the warehouse/order manager for immediate assistance.Explanation
Calling the warehouse/order manager for immediate assistance is the fastest way to provide accurate up to date information for the customer.Rate this question:
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- 4.
If a customer requests to speak to a supervisor and there are no notes on the order as to what the problem is, how would you handle?
- A.
Ask the customer what assistance they need so you may properly try to assist them.
- B.
Direct them immediately to a supervisor.
- C.
Ask your supervisor if they are available for a customer call that requests a supervisor.
Correct Answer
A. Ask the customer what assistance they need so you may properly try to assist them.Explanation
It is best to first try to find out the reason they want a supervisor. You may be able to easily assist them. Once the reason is determined, you would be able to either assist them or direct them to a supervisor.Rate this question:
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- 5.
If a customer asks to return an item, what would you do?
- A.
Ask the customer for the reason for return and offer assistance to correct any issues they may have with the item and give them the return procedure.
- B.
Give them the return policy, no questions asked.
- C.
Tell the customer you must have a return reason to process the return.
Correct Answer
A. Ask the customer for the reason for return and offer assistance to correct any issues they may have with the item and give them the return procedure.Explanation
It is best to offer assistance by asking why they want to return, as it may be an easily resolved issue without them having to return their order. You will not know if you do not ask.Rate this question:
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- 6.
A customer/client has requested your assistance at a time that is 15 mins after you were to leave work for the day. What would you do?
- A.
Let your supervisor know you will be staying late to assist a customer, making sure there are no problems in doing so.
- B.
Let the customer know you are not available at that time, giving them your office hours and guaranteeing them you are available to them during those hours.
- C.
If you are unable to stay late, let the customer know that unfortunately you are not available at that time. Ask if you may have a co-worker offer assistance at that time.
Correct Answer(s)
A. Let your supervisor know you will be staying late to assist a customer, making sure there are no problems in doing so.
C. If you are unable to stay late, let the customer know that unfortunately you are not available at that time. Ask if you may have a co-worker offer assistance at that time.Explanation
With so many varying work schedules, availabilty, etc, our customers chosen time of availability is important and worth staying to assist them when they are available.Rate this question:
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- 7.
If a customer started using offensive and threatening language, what would you do?
- A.
Ask the customer to calm down and let you assist them properly. Disconnect the call if they do not comply.
- B.
Ask the customer once to refrain from using profanity and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.
- C.
Ask the customer to refraim from using profanity, with up to 3 warnings for 3 different occasions and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.
- D.
Ask a supervisor for immediate assistance.
Correct Answer
C. Ask the customer to refraim from using profanity, with up to 3 warnings for 3 different occasions and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.Explanation
It is common procedure to give 3 separate warnings for 3 separate occasions of a customer using profanity with threatening remarks and then disconnect the call. Record all pertinent information in the order and notify your supervisor.Rate this question:
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- 8.
A customer has called in because they received a notice that their credit card was declined. They do not understand why it declined and have asked you to have it rerun manually and verifies that all information on the order is correct.. What would you do?
- A.
Ask the customer if it is a debit or credit card; and ask if they have a daily spending limit; and ask if it is an international card.
- B.
Ask your supervisor to rerun the card, as customer has verified all information is correct.
- C.
Reverify the order information with the customer and ask your supervisor to rerun the card once you have verified it is correct.
Correct Answer
A. Ask the customer if it is a debit or credit card; and ask if they have a daily spending limit; and ask if it is an international card.Explanation
The correct answer is to ask the customer if it is a debit or credit card, and ask if they have a daily spending limit, and ask if it is an international card. This is the appropriate response because understanding the type of card and any limitations or restrictions can help determine the reason for the decline. By gathering this information, the customer service representative can provide more accurate assistance and guidance to the customer.Rate this question:
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- 9.
A customer has received an item damaged. You offer to assist them with receiving the replacement parts they need, but they refuse to get parts and want a new item shipped out. It has been 20 days since it was delivered. What would you do?
- A.
Verify with a supervisor that it is ok to do a damaged call tag and place a reorder.
- B.
Notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder.
- C.
Explain to the customer that it is company policy to be sent parts free of charge when the item is less than 50% damaged and assist them with the parts order.
Correct Answer
B. Notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder.Explanation
The correct answer is to notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder. This is the best course of action because the customer has refused to get parts and wants a new item shipped out. By notifying the appropriate person(s) responsible for issuing damaged call tags, the necessary steps can be taken to resolve the issue and provide the customer with a replacement item. It is important to involve the appropriate personnel to ensure a smooth and efficient resolution to the customer's concern.Rate this question:
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- 10.
A customer notifies us they noticed their package was damaged in transit while viewing the package tracking information online. It is being returned to shipper. They want this rectified so they receive their item undamaged. (It was shipped on our account). What would you do?
- A.
Notify appropriate person(s) to file a damaged claim as it was RTS by fedex for damages in transit and to place a reorder.
- B.
Let the customer know that we will verify this information within 24 hrs with carrier and file a claim and place a reorder and notify them as soon as this process is completed.
Correct Answer
A. Notify appropriate person(s) to file a damaged claim as it was RTS by fedex for damages in transit and to place a reorder.Explanation
You should immediately verify the ship status automatically when you are informed of this. Waiting to verify the ship status only delays assisting the customer. When it is damaged in transit and RTS to shipper, it is ok to verify the statement online, then immediately let the customer know you will handle right away and a reorder will be placed immediately; and ask the appropriate person(s) to file a claim and place a reorder.Rate this question:
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Current Version
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Aug 09, 2024Quiz Edited by
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Jul 20, 2009Quiz Created by
Teresacoles
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