Customer service quiz

What is the most important factor in customer service?

• Having a laugh with customers

• Free Give a Ways

• Friendliness

• Speed

• Price

What does the acronym CRM stand for?

• Customer Review Management

• Customer Relationship Management

• Client Resource Management

• Customer Referral Management

If a customer is upset what should you do first?

• Offer a discount

• Argue your point

• Listen actively and empathise

• Ignore them

If a customer is upset what should you do first?

• Offer a discount

• Argue your point

• Listen actively and empathise

• Ignore them

True or false It's ok to say "I dont know" to a customer question?

• True

• False

Answer explanation

'True' If you then go and get the answer for the question

Which of these is an example of excellent customer service?

• Responding to an

  e-mail within 48hrs

• Limiting interactions with customers

• Sending a hand written thank-you to a customer

• Avoiding customer feedback

If you don't know the answer to a customer question what should you do?

• Change the subject

• Make up an answer

• Say you don't know and offer to find out

• Blame another department

What is the best way to handle an angry customer?

• Remain calm and listen carefully

• Speak louder than them

• Ask them to leave the store

• Interrupt them and argue your point

What does the term "Going above and beyond" mean in customer service?

• Doing mare than what is required to the delight of the customer

• Offering free products to everyone

• Taking extra long breaks

• Avoiding difficult customers

Which of these is a sign of good customer service?

• customers refer their friends and family

• Customers avoid giving feedback

• Customers file complaints regularly

• Customers ask for refunds