Customer Service Essentials

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Core skills for support

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Luyanda Nonhlanhla

South Africa

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Customer Service Essentials


AsterQuiz Customer Service EssentialsVersion en ligne Core skills for support par Luyanda Nonhlanhla 1 What is the first step in effective active listening with a customer? a Focus on what the customer is saying without interrupting b Summarize your own view of the issue immediately c Offer immediate solutions before hearing the full problem 2 Which tone best suits a customer service interaction? a Calm, friendly, and respectful b Rigid and formal without warmth c Sarcastic when facts are clear 3 How should you handle a customer complaint when unsure of the answer? a Acknowledge the issue and promise to follow up with a precise response b Blame the customer for the problem c Ignore it until you have time to think 4 What is the purpose of asking clarifying questions in service calls? a To lengthen the call so you look busy b To understand the issue fully and tailor a solution c To show off your knowledge even if unnecessary 5 Which action demonstrates good empathy in customer service? a Avoid discussing the emotion to stay factual b Validate the customer's feelings and apologize if appropriate c Tell them it’s not a big deal 6 What is a key metric indicating fast customer service response? a First Response Time (FRT) b Total Working Hours c Customer Revenue Growth 7 When should you escalate an issue to a supervisor? a Only after the customer asks b When the problem requires authority or policy exceptions c If you’re about to finish your shift 8 What is an effective closing in a customer interaction? a Summarize the resolution and confirm next steps b Ask for a tip to end on a high note c End the call as quickly as possible 9 Which approach reduces repetitive complaints from customers? a Wait for complaints to surface before acting b Provide vague timelines without updates c Proactively share known fixes and timelines 10 Why is following up after a fix important? a To fill a daily report quota b To ensure the customer is satisfied and the issue is resolved c Because it delays other tasks

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Customer Service Essentials

AsterQuiz

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Customer Service EssentialsVersion en ligne

par Luyanda Nonhlanhla

What is the first step in effective active listening with a customer?

Which tone best suits a customer service interaction?

How should you handle a customer complaint when unsure of the answer?

What is the purpose of asking clarifying questions in service calls?

Which action demonstrates good empathy in customer service?

What is a key metric indicating fast customer service response?

When should you escalate an issue to a supervisor?

What is an effective closing in a customer interaction?

Which approach reduces repetitive complaints from customers?

Why is following up after a fix important?