DTM 10203 Quiz

What is the most important quality of good customer service?

• Fast response time

• Friendly attitude

• Knowledgeable staff

• All of the above

When handling a customer complaint, what is the first step a customer service representative should take?

• Offer a discount

• Apologize immediately

• Listen carefully to the customer

• Transfer the call to a manager

How should a customer service representative respond if they do not know the answer to a customer's question?

• Make an educated guess

• Admit they don't know and do nothing

• Say they will find out and follow up with the customer

• Ask the customer to check the website

What is an effective way to handle an angry customer?

• Argue back and defend the company

• Stay calm, listen, and empathize with their frustration

• Transfer the call immediately

• Tell the customer to calm down

Why is follow-up important after resolving a customer issue?

• To make the customer feel valued

• To ensure the problem is fully resolved

• To gather feedback for service improvement

• All of the above