Soft Skills Test

These are the three main categories included in the QA form (Choose more than one)

• Compliance Critical

• Customer Service

• Customer Affecting Critical

• Business Affecting Critical

• Call Handling

What are the future expectations customers have about their service?

• They want tailored, customized support of complex issues.

• They want fast resolutions on simple issues.

• They want successful resolutions on complex issues.

• All of the above

How can you better understand your customers' needs?

• Through hard skills and communication skills

• Through personality flexing, baggage handling, and advocacy

• Through advocacy, compliance critical, and empathy

• Through baggage handling, advocacy, and soft skills

What are some of the customer delighters we should demonstrate on every call?

Select all that apply*

• Professionalism

• Positive language

• Good communication skills

• Excellent listening skills

• Patience

“Don’t tell the customers what you ______do, tell them what you ______ do”

Use this format: option1/option2

In order to better communicate with my customers, I should:

Select all that apply

• Be genuine

• Be assertive

• Be professional

• Be flexible

• Show empathy

The key to deal with angry customers is:

My commitment to improve my soft skills is: