What is the first step you should take when dealing with a difficult customer on the phone?

Mastering Customer Service Skills

Quiz
•
Business
•
Professional Development
•
Easy
Natasha Swyer
Used 1+ times
FREE Resource
30 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Interrupt the customer to get to the point
Listen to the customer's concerns without interrupting
Transfer the call to a supervisor
Offer a discount immediately
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is an example of effective communication in customer service?
Using technical jargon to sound knowledgeable
Speaking quickly to save time
Using clear and simple language
Avoiding eye contact
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is an important aspect of active listening?
Preparing your response while the customer is speaking
Nodding and using verbal affirmations like "I see"
Multitasking while on the call
Interrupting to ask questions
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How should you apologise to a customer for a mistake?
Blame the system or another department
Say "I'm sorry you feel that way"
Offer a sincere apology and take responsibility
Ignore the complaint and move on
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following demonstrates empathy towards a customer?
"I understand how you feel, and I'm here to help."
"That's not my problem."
"You'll have to wait your turn."
"I don't have time for this."
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a key element of maintaining professionalism on the phone?
Using slang to relate to the customer
Raising your voice to assert authority
Keeping a calm and respectful tone
Making jokes to lighten the mood
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why is it important to follow up with a customer after resolving their issue?
To sell them additional products
To ensure their issue was fully resolved and they are satisfied
To remind them of your company's policies
To ask for a positive review
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