Customer service basics

What is the primary Goal of customer service

• Increase profits

• Resolve customer complaints

• improve product quality

• provide exceptional service and support

How should customer complaints be handled

• Dismiss the complaint as insignificant

• Listen actively, empathise, and offer a suitable solution

• Blame the customer for the issue

• Escalate the complaint to a supervisor immediately

What is the best way to deal with an angry customer

• Raise your voice to match theirs and assert dominance

• Listen actively, show empathy, and remain calm

• Ignore their complaints and let them cool down

• Dismiss their concerns as unfounded

Which of the following is an example of an open-ended question

• Is there anything else I can help you with?

• Would you like to speak with a supervisor?

• Can you provide more details about the issue you are facing?

• Have you tried restarting your device?

Which skill is crucial for effective written communication in customer service?

• Using complex technical jargon to impress customers

• Ignoring grammar and spelling errors for quicker responses

• Using clear and concise language to convey information

• Including personal opinions and biases in written responses