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Customer Service

Quiz by Edoh alogavi

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11 questions
Show answers
  • Q1
    What is customer service?
    Making the customer very mad by telling them you don't know how to fix their issue.
    A series of activities designed to enhance the level of customer satisfaction
    What Shynnelle tells you to do.
    The waitress at the restaurant said "Hello"
    30s
  • Q2
    Is this scenario considered GOOD customer service? Customer: Oh I can access my course now. Thank you! Analyst: Is there anything else I can assist you with today? Customer: No thank you. Analyst: Thank you for calling the Digital Desk, Have a great day
    Yes.
    NO.
    45s
  • Q3
    What is Active Listening?
    Typing while the customer describe their issue.
    Multitasking.
    Listening for conversation starters.
    Listening for meaning and devoting your full attention to all customer interactions.
    30s
  • Q4
    What is Digital Desk's greeting for calls?
    “Thank you for calling the Digital Desk. This is [Levy]. May I have your employee ID, please?”
    Thank you for calling the Digital Desk. My manager told me not to tell people my real name.
    Thank you for calling the KPMG's Hotline.
    Sup, I'm [Edoh] but you can call me Ed.
    30s
  • Q5
    Customer contacts the Digital Desk, Tania answered the phone. After they described the issue, Tania said: "This is your problem, please don't ever call us again". Is this good customer service?
    No.
    Yes.
    30s
  • Q6
    A hold should NOT exceed ____________.
    30 seconds
    5 minutes
    10 minutes
    2 minutes
    30s
  • Q7
    What should you do if you are about to sneeze or cough?
    Place the customer on hold.
    You can sneeze on the phone. It's fine, we are all human.
    Place the customer on mute.
    Hold it until Edoh tells you to sneeze.
    30s
  • Q8
    What should you NEVER do?
    Sound confident, but not arrogant.
    Ask questions when needed.
    When a customer is upset, let them vent and assure them that you’re there to help.
    Argue with customers.
    30s
  • Q9
    Which of the following should you ALWAYS do on a call?
    Interrupt the customer.
    Eat when on a call.
    Use a soft tone and always say “please” and “thank you”.
    Break IT security policy for ANYONE!
    30s
  • Q10
    What should you do if you don't know the answer to a question, after you have tried most of your order of operation?
    Ask you peer since you two started at the same time.
    Ping Chris, he loves to help.
    Ask Level 2.
    Ping you manager.
    30s
  • Q11
    Anzo received a call. After the customer described their issues, he reached out to Level 2. What did Anzo do incorrectly?
    He wrote the description while the customer was talking.
    He verified the customer's information.
    He reached out to Level 2 right after the customer described their issue.
    He greeted the customer properly.
    30s

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