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- 1. Multiple Choice
Which of the following are reasons great customer service is important?
“Builds stronger customer relationships” “
“Improves customer satisfaction”
“Increases customer referrals”
“All of the above”
- 2. Multiple Choice
How do you express empathy?
“Communicate that you understand someone else's situation.”
“Show that you are angry with the company.”
“Ignore a customer's feelings.”
“Cry with the customer.”
- 3. Multiple Choice
3. Empathy is the ability to make someone feel differently than what they should.
True
False
- 4. Multiple Choice
Why should you acknowledge the customer's feelings?
“So the customer can move forward.”
“So the customer will be quiet.”
“So the company will not look bad.”
All of the above
- 5. Multiple Choice
Expressing empathy means the customer gets exactly what they want all the time.
True
False
- 6. Multiple Choice
. Demonstrating empathy means you express to the customer that you understand his or her feelings.
True
False
- 7. Multiple Choice
Recognizing emotions is a very important part of being empathetic.
True
False
- 8. Multiple Choice
What should you do to demonstrate you know how someone else feels?
“Acknowledge you might feel the same way.”
“Yell at the person who made the mistake.”
“Just try to resolve the issue.”
All of the above
- 9. Multiple Choice
What characteristics of a caller's voice help you determine his or her emotional state.
“Posture”
Gesture
Tone of Voice
All of the above
- 10. Multiple Choice
Which of the following statements BEST demonstrate empathy?
“"You have every right to be angry."”
“"No problem. I can help you with that."
“"Are you angry?"
"Whoa. You should really chill with the attitude. This isn't my fault."
- 11. Multiple Choice
It is important to use as much information as possible to determine emotion because:
“you need to know how to protect the company's image.”
“customer's may share their experiences with other customers.”
“words, body language, tone, and facial expression may not always match.”
“you need to know how you should feel about the situation.”
- 12. Multiple Choice
How does a person's body help you determine emotions?
Gesture
Posture
Both
- 13. Multiple Choice
Amanda just arrived at work for her shift. Amanda's first customer is yelling about misinformation a customer service representative gave earlier that day. What should Amanda do?
“Walk away from the customer.”
“Apologize to the customer and demonstrate empathy.”
Go find a manager.
All of the Above
- 14. Multiple Choice
Which of the following statements BEST demonstrate empathy?
“"What do you want me to do about it?"”
“"Yeah... I can't help you with that."
“"I understand why you are frustrated."”
"Calm down. We can get this fixed."”
- 15. Multiple Choice
Which of the following statements BEST demonstrate empathy?
"Other customers have felt the same way when this happened to them."
“"I understand why you are feeling disappointed."”
“"I would feel the same way if I were in your shoes."”
All of the above.
- 16. Multiple Choice
How can a person's face help you determine his or her emotions?
“Tone of voice”
“Facial expressions”
Body language
All of the above
- 17. Multiple Choice
Sarcasm is an example of when words, body language, tone, and facial expression may not match.
True
False
- 18. Multiple Choice
Which of the following words can be used to make the conversation personal?
Our
I
We
All of the above
- 19. Multiple Choice
How can you actively listen to a customer?
A. “Do not perform other tasks while the customer is talking.”
B. “All of the above”
C. “Play on your telephone.”
D. “Talk over the customer.”
Do not perform other tasks while the customer is talking.
play on the phone
Talk over the customer
All of the above
- 20. Multiple Choice
Which of the following behaviors would could be perceived as pleasant by the customer?
Smirking
Being polite
Yelling
All of the above.
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