Customer Service
 

  1. Question: What is meant by a "hard no"?

    A
    Saying 'no' to the customer but offering alternatives

    B
    Saying 'yes' to the customer at first but switching to 'no' later

    C
    Saying 'yes' to the customer with no intention of following through

    D
    Saying 'no' to the customer and offering no alternative solution

    Note: Not available
    1. Report

  2. Question: What is the purpose of FAQ's (frequently asked questions)?

    A
    To give the website more content which looks impressive

    B
    To spur the customers to ask additional questions

    C
    To position the company as an industry leader

    D
    To answer questions customers often have so they can easily find the answer without having to ask

    Note: Not available
    1. Report

  3. Question: What would be the best way to handle an email inquiry?

    A
    Ignoring the email and seeing if they email a second time

    B
    An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours

    C
    Informing them the answer is in the company FAQs and they should look there

    D
    Replying to the email a week later after investigating

    Note: Not available
    1. Report

  4. Question: What does a customer with a problem expect from a customer service representative?

    A
    Discounts and coupons

    B
    The management's commitment to the growth of the firm

    C
    An aggressive tone

    D
    Understanding and empathy

    Note: Not available
    1. Report

  5. Question: What is the disadvantage of email based customer service?

    A
    It is more cost effective than other methods

    B
    It allows the company to respond quickly.

    C
    It gives the company a trail of communications with the customer.

    D
    It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.

    Note: Not available
    1. Report

  6. Question: What is a continuous improvement plan?

    A
    A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service

    B
    A plan to educate the consumer about the products

    C
    A plan to help the management understand the customers' needs better

    D
    A predetermined plan to help the employees learn more about the company's financial situation and the company's need to perform better

    Note: Not available
    1. Report

  7. Question: What is the first step in mollifying a customer who has received bad service?

    A
    Ask the customer what the problem is.

    B
    Try to offer him/her something for free to pacify him/her.

    C
    Ask him/her to submit a complaint first.

    D
    Express regrets and promise to provide better service in future.

    Note: Not available
    1. Report

  8. Question: What should be done with an irate customer after they have vented out and explained their situation?

    A
    Ask them to call back later when they have calmed down.

    B
    Express empathy.

    C
    Put them on hold and pass them onto a manager.

    D
    Issue them a refund regardless of the problem.

    Note: Not available
    1. Report

  9. Question: What would be the two needs of a customer when visiting a theme park?

    A
    Safety and Fun

    B
    Accuracy and Certainty

    C
    Efficiency and Seriousness

    D
    Low cost and Tranquility

    Note: Not available
    1. Report

  10. Question: Which of the following would be the best thing to say to an irate customer?

    A
    Please call back later.

    B
    I'll have to ask my manager to approve what you are asking for.

    C
    I can see why you feel that way.

    D
    Why didn't you buy a competitor's product.

    Note: Not available
    1. Report
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