36396150
Description
Quiz by Jasmine Mohammed, updated more than 1 year ago
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Created by Jasmine Mohammed
over 2 years ago
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Question 1
Question
What is the first principle of quality customer service?
Answer
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customers are the focus of our business
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we have to know who our customers are and what they need
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courtesy is key
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use positive communication skills
Question 2
Question
What is the second principle of quality customer service?
Answer
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we have to know who our customers are and what they need
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not everyone you work with will want what you have to offer
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go the extra mile
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we have to constantly look for ways to improve
Question 3
Question
What is the third principle of quality customer service?
Answer
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appear friendly and show you care; courtesy is key
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be respectful and courteous to customers
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do not make promises or commitments unless you an keep them
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none of the above
Question 4
Question
The [blank_start]fourth[blank_end] principle of quality customer service is "not everyone you work with will want what you have to offer".
The [blank_start]fifth[blank_end] principle of quality customer service is "be respectful and [blank_start]courteous[blank_end] to customers".
The [blank_start]sixth[blank_end] principle of quality customer service is "use positive communication skills, both [blank_start]over the phone[blank_end] and [blank_start]in person[blank_end]".
Answer
-
fourth
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fifth
-
sixth
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courteous
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professional
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friendly
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over the phone
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to customers
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in person
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to staff members
Question 5
Question
The seventh principle of quality customer service is "when you are working with one person and another one approaches you for assistance, let the approaching person know that you will be right with them. This acknowledgment applies to phone assistance, as well.
Answer
- True
- False
Question 6
Question
The eighth principle of quality customer service is "the customer is always right".
Answer
- True
- False
Question 7
Question
The ninth principle of quality customer service is "promise to help every customer".
Answer
- True
- False
Question 8
Question
We have to constantly look for ways to [blank_start]improve[blank_end].
Answer
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improve
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help
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assist
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communicate
Question 9
Question
Steps for dealing with difficult customers:
Step One: Recognize when [blank_start]customers are being challenging[blank_end]
Step Two: Recognize [blank_start]your own emotions[blank_end]
Step Three: [blank_start]Remain calm[blank_end]
Step Four: Find out why customer feels that way
Step Five: Work with the customer to [blank_start]create a solution[blank_end]
Answer
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customers are being challenging
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customers are out of control
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your own emotions
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the customer's emotions
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Remain calm
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Isolate the customer
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Call a manger
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create a solution
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feel better
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leave happy
Question 10
Question
What are the elements of quality customer service?
Answer
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ensuring the customer leaves happy
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meeting the customer's needs
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meeting the needs of the business
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ensuring the customer gets help in a timely manner
Question 11
Question
Which of the following is not a type of job seeker?
Answer
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people who are trying to advance in their careers
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people who are looking for work for the first time
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people who are currently working, but looking for a new job
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people who want to finish school before finding employment
Question 12
Question
Customer service can be positive or negative.
Answer
- True
- False
Question 13
Question
Other than job seekers, our customers are also (check all that apply)
Answer
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businesses
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schools
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co-workers
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government officials
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DCF
Question 14
Question
What information should not be left in a professional voicemail message?
Answer
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personal information related to the customer
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employee contact information
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the time and date the call was placed
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none of the above
Question 15
Question
Voicemail messages should be
Answer
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clear
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concise
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dated
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short
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detailed
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emotionless
Question 16
Question
Verbal cue responses during the conversation are not used when helping customers over the phone.
Answer
- True
- False
Question 17
Question
Active listening is not a [blank_start]passive[blank_end] experience. It is a sincere effort to hear our customers and learn what they are feeling It requires focus, eye contact, and [blank_start]open[blank_end] body language. You should ask questions for clarity, make eye contact, and [blank_start]summarize[blank_end] the information you've heard.
Answer
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passive
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negative
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open
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closed
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summarize
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think about
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ponder
Question 18
Question
When the customer argues and yells, what are they trying to do?
Answer
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intimidate you
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bait you
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anger you
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disrespect you
Question 19
Question
Which of the following are considered "hot words" or "hot phrases"?
Answer
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Whatever
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That's policy
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As much as I would like to help....
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I can't help you
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I'm sorry you feel that way
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I understand how you feel
Question 20
Question
Customer service is defined as the way in which a staff member engages internal customers.
Answer
- True
- False
Question 21
Question
What are verbal cues?
Answer
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blatant statements or actions to the customer that tell the customer you are listening
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tone of voice
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statements or actions to the customer that tell the customer you are not listening
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positive statements or actions to the customer that tell the customer they are valued
Question 22
Question
According to Principle #2 of quality customer service, all customers will need help with to conduct an effective...? (check all that apply)
Answer
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interview
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follow-up
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meeting
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job search
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understanding Labor Market information
Question 23
Question
According to Principle #4 of quality customer service, if job seekers are not working and moving forward to reach their career goals, you should
Answer
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give up on them
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recommend another service to meet their needs
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not take it personally
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not give up on them
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