Quiz
Tier One Training- Part Three: Customer Service
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Questions in this quiz (23)
1What is the first principle of quality customer service?
- Acustomers are the focus of our business
- Bwe have to know who our customers are and what they need
- Ccourtesy is key
- Duse positive communication skills
2What is the second principle of quality customer service?
- Awe have to know who our customers are and what they need
- Bnot everyone you work with will want what you have to offer
- Cgo the extra mile
- Dwe have to constantly look for ways to improve
3What is the third principle of quality customer service?
- Aappear friendly and show you care; courtesy is key
- Bbe respectful and courteous to customers
- Cdo not make promises or commitments unless you an keep them
- Dnone of the above
4The [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]".- Afourth
- Bfifth
- Csixth
- Dcourteous
- Eprofessional
- Ffriendly
- Gover the phone
- Hto customers
- Iin person
- Jto staff members
5The 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.
- ATrue
- BFalse
6The eighth principle of quality customer service is "the customer is always right".
- ATrue
- BFalse
7The ninth principle of quality customer service is "promise to help every customer".
- ATrue
- BFalse
8We have to constantly look for ways to [blank_start]improve[blank_end].
- Aimprove
- Bhelp
- Cassist
- Dcommunicate
9Steps 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]- Acustomers are being challenging
- Bcustomers are out of control
- Cyour own emotions
- Dthe customer's emotions
- ERemain calm
- FIsolate the customer
- GCall a manger
- Hcreate a solution
- Ifeel better
- Jleave happy
10What are the elements of quality customer service?
- Aensuring the customer leaves happy
- Bmeeting the customer's needs
- Cmeeting the needs of the business
- Densuring the customer gets help in a timely manner
11Which of the following is not a type of job seeker?
- Apeople who are trying to advance in their careers
- Bpeople who are looking for work for the first time
- Cpeople who are currently working, but looking for a new job
- Dpeople who want to finish school before finding employment
12Customer service can be positive or negative.
- ATrue
- BFalse
13Other than job seekers, our customers are also (check all that apply)
- Abusinesses
- Bschools
- Cco-workers
- Dgovernment officials
- EDCF
14What information should not be left in a professional voicemail message?
- Apersonal information related to the customer
- Bemployee contact information
- Cthe time and date the call was placed
- Dnone of the above
15Voicemail messages should be
- Aclear
- Bconcise
- Cdated
- Dshort
- Edetailed
- Femotionless
16Verbal cue responses during the conversation are not used when helping customers over the phone.
- ATrue
- BFalse
17Active 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.
- Apassive
- Bnegative
- Copen
- Dclosed
- Esummarize
- Fthink about
- Gponder
18When the customer argues and yells, what are they trying to do?
- Aintimidate you
- Bbait you
- Canger you
- Ddisrespect you
19Which of the following are considered "hot words" or "hot phrases"?
- AWhatever
- BThat's policy
- CAs much as I would like to help....
- DI can't help you
- EI'm sorry you feel that way
- FI understand how you feel
20Customer service is defined as the way in which a staff member engages internal customers.
- ATrue
- BFalse
21What are verbal cues?
- Ablatant statements or actions to the customer that tell the customer you are listening
- Btone of voice
- Cstatements or actions to the customer that tell the customer you are not listening
- Dpositive statements or actions to the customer that tell the customer they are valued
22According to Principle #2 of quality customer service, all customers will need help with to conduct an effective...? (check all that apply)
- Ainterview
- Bfollow-up
- Cmeeting
- Djob search
- Eunderstanding Labor Market information
23According to Principle #4 of quality customer service, if job seekers are not working and moving forward to reach their career goals, you should
- Agive up on them
- Brecommend another service to meet their needs
- Cnot take it personally
- Dnot give up on them
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- User has deleted their subject information Quiz on Tier One Training- Part Three: Customer Service, created by Deleted user on 24/10/2023.
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- English
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- Created on 24 Oct 2023 · updated on 24 Oct 2023
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