Customer Service Skills Quiz
Make sure you’re on track with your customer service practices. Review your customer service savvy by taking this quick quiz.
|Customer Service Questions — True or False?||True||False|
|1.||Customers are more easily satisfied if their expectations are effectively managed.|
|2.||In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.|
|3.||Most upset customers will calm down if you offer a sincere apology.|
|4.||If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.|
|5.||When a customer calls for technical support, its realistic to require them to explain the problem in technical language.|
|6.||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.|
|7.||When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.|
|8.||When dealing with an abusive customer on the phone, it’s important to hang up right away.|
|9.||On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer.|
|10.||After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.|
|11.||Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.|
|12.||The most credible advertising is a satisfied customer.|
|See the Customer Service Skills Quiz answers →|
For more customer service best practices, see
Customer Service Training.
Copyright © 2004 Donna Earl. All rights reserved.