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Professional Development
Professional Development
Customer Service
15 questions
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- 1. Multiple Choice
Communication is comprised of the following skills / elements:
Thinking
Listening
Talking
- 2. Multiple Choice
If the Customer perceives you as confident in your abilities to help them,it will do the following:
Decline in service levels
Encourage repeat customers
Refuse to do business with you
- 3. Multiple Choice
You can match a customer's communication style by?
Talking over the customer
Matching the customer's vocabulary
Ignoring the customer
Shouting
- 4. Multiple Choice
The two critical qualities to the 'Customer Friendly Approach are'?
Effective Communication
Paraphrasing
Apologizing
Building Relationships
- 5. Multiple Choice
All the following are Common Barriers to Listening except
Prior Knowledge
Distractions
Emotional Carryover
Brain Freeze
- 6. Multiple Choice
What is Excellent Customer Service
Transferring the Customer
Saying you're sorry
It means exceeding (going above and beyond the the customer's expectations
Sympathizing with the customer
- 7. Multiple Choice
Which of the following is a characteristic of excellent customer service?
Being Empathic
Sympathizing with the customer
Putting the customer on mute
- 8. Multiple Choice
The different levels of listening are?
Ignoring
Attentive
Selective Listening
Pretend listening
- 9. Multiple Choice
What are Jargons?
Stress Signals
Communication Styles
Terms used within a company that customers are not privy to
Terms used to describe people
- 10. Fill in the Blank
Family> Integrity> Reliability >Quality, these are the _ _ _ _ Values of itel international
- 11. Fill in the Blank
In which country was the first itel location opened?
- 12. Multiple Choice
Who is the Ceo of itel International?
Joseph Headly
Yoni Epstein
Joel Osteen
Horane Marshall
- 13. Multiple Choice
Some of the clients that itel international currently support are?
At&t>Apple>Fifa>Flow>Amazon
Altice > TDS > Speedy Loan > The Bradford Exchange > activEngage
Hertz>Avis>Delta>Epay>Grace
Hyatt Hotels>JC Penny>Payless>Target>Marriot hotels
- 14. Multiple Choice
What are the Four “Y”’s of Itelbpo Smart Solutions?
Friendly,Hospitality,Prosperity,Genorosity
Family > Integrity > Reliability > Quality
Formality>Reliability>Dependability>Responsibility
Faithfully>Courageously>Inspirationally>Resourcefully
- 15. Multiple Choice
Who is an Internal Customer?
Your friend next door
Someone who buys goods on amazon
People who have a relationship with,and within your company,either through employment or as partners
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