Customer Service - Assessment

1.

Multiple Choice

1 min

1 pt

Identify the benefits of good customer service to the business.

Customers who did not enjoy their experience, will recommend the business to friends.

Customers who enjoy their experience, will spend more money.

The business will not expand.

The business will get bad reviews.

2.

Multiple Choice

1 min

1 pt

Which is not a way to provide consistent and reliable service?

Product knowledge

Dealing with problems

Long waiting time

Short waiting time

3.

Multiple Choice

1 min

1 pt

A customer service problem happens when

A customer asks for the manager

serving the customers becomes unprofitable

customer complaint is ignored

customer service does not meet expectations

4.

Multiple Choice

30 sec

1 pt

Interpersonal skills are valuable to an employer because they include the following:

Hard Skills

Communication & Social Awareness

Service Breakdown

Psychological Distracters

5.

Multiple Choice

1 min

1 pt

In order to provide good service, employees should give customers...

Free Products

Limited Information

Political Opinions

Complete Attention

6.

Multiple Choice

1 min

1 pt

What do customers expect business employees to be?

Well- Informed

Irresponsible

Wealthy

Laid- Back

7.

Multiple Choice

1 min

1 pt

How should you deal with a furious customer yelling at you because of a billing error?

Fight them

Blame the billing department

Find out what caused the mistake

Call the supervisor to complain about their attitude

8.

Multiple Choice

1 min

1 pt

Emphasizing customer service can help a business to be ...

Irresponsible

Competitive

Objective

Possessive

9.

Multiple Choice

1 min

1 pt

What staff are responsible for displaying a customer-service mindset?

Those with direct customer service

Management

Those with indirect customer service

All staff

10.

Multiple Choice

1 min

1 pt

When is the right time to demonstrate a customer-service mindset

When you're by yourself

When someone is watching

All the time

When you have a customer

11.

Multiple Choice

1 min

1 pt

Identify the benefits of good customer service to the business.

Customers who did not enjoy their experience, will recommend the business to friends.

Customers who enjoy their experience, will spend more money.

The business will not expand.

The business will get bad reviews.

12.

Multiple Choice

30 sec

1 pt

A good _______________ is essential to a business when providing customer service

speaking voice

attitude

first impression

hair style

13.

Multiple Choice

30 sec

1 pt

Which of the following best defines customer service?

Act or manner of serving food and beverages.

All positive moments experienced between hospitality employees and customers.

Someone who purchases products or services from a business.

Total customer experience with a business.

14.

Multiple Choice

30 sec

1 pt

Which of the following is an example of empathy?

Feeling angry when a customer insults you.

Feeling timid and withdrawing when a customer suggests your business is inadequate.

Shouting at a customer who shouts at you.

Understanding the tired feeling a customer has after traveling all day.

15.

Multiple Choice

30 sec

1 pt

Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.

Written Customer Care Statement

Service Level Agreement

Complaints Procedure

Quality Management Procedure

16.

Multiple Choice

30 sec

1 pt

Which method of evaluating customer care is being described below?
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.

Mystery shopper

Customer focus group

Loyalty cards

Customer survey

17.

Multiple Choice

30 sec

1 pt

Customers who complain:

Had unhappy childhoods

Are genetically predisposed to sourpusses

Have trouble in their primary relationships

Are doing you a service in identifying what isn't working in your business or organization

18.

Multiple Select

30 sec

1 pt

Identify two examples of external customers:

Impulse customers

Warehouse employees

HR Staff

Loyal customers

19.

Multiple Choice

1 min

1 pt

How should you deal with a furious customer yelling at you because of a billing error?

Fight them

Blame the billing department

Find out what caused the mistake

Call the supervisor to complain about their attitude

20.

Multiple Choice

1 min

1 pt

Customer service is very expensive to initiate

True

False

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