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Customer service and processes

Quiz by Johanna Mora

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10 questions
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  • Q1
    What is the term for a process of receiving, tracking, and resolving customer complaints?
    Inventory management
    Quality control
    Financial analysis
    Customer service
    30s
  • Q2
    What does the term 'escalation' refer to in customer service?
    The process of transferring a customer complaint to a higher level of authority for resolution
    The act of making a customer wait for a resolution
    The practice of ignoring customer complaints
    The strategy of avoiding difficult customers
    30s
  • Q3
    What is the term for a document that outlines the steps and procedures to provide consistent customer service?
    Sales report
    Marketing strategy
    Standard operating procedure (SOP)
    Product manual
    30s
  • Q4
    What is the term for a situation in customer service where a customer's expectations are exceeded?
    Delight
    Indifference
    Disappointment
    Frustration
    30s
  • Q5
    What is the term for a method of gathering feedback from customers to assess their satisfaction?
    Product development
    Sales pitch
    Customer survey
    Employee training
    30s
  • Q6
    What is the term for the process of resolving a customer's issue in a timely and efficient manner?
    Cost reduction
    Problem resolution
    Market analysis
    Sales promotion
    30s
  • Q7
    What is the term for a predetermined response or script used by customer service representatives to handle common customer inquiries?
    Spontaneous answer
    Unplanned reaction
    Canned response
    Random reply
    30s
  • Q8
    What is the term for the process of actively listening and empathizing with a customer's concerns?
    Problem solving
    Upselling
    Product recommendation
    Active listening
    30s
  • Q9
    What does the term 'first call resolution' refer to in customer service?
    Putting a customer on hold for an extended period of time
    Resolving a customer's issue during their initial contact with customer support
    Transferring a customer's call to a different department
    Ignoring a customer's request
    30s
  • Q10
    What is the term for the process of training and educating employees to deliver excellent customer service?
    Strategic planning
    Inventory management
    Sales forecasting
    Customer service training
    30s

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