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.
