1) To encourage engagement, you should do the following (select all that apply): a) Smile  b) Make eye contact c) Listen d) Tell them everything you know about a product or service 2) If a customer gets upset due to system delays, is it alright to tell them your data connection is down? a) False b) True 3) Our customer walks into the branch to report that they been debited without receiving value. What do you do? a) Apologize, validate the complaint, log the dispute and promise to provide feedback b) Tell the customer to wait for 3 days . c) Apologize and have the customer try the transaction again d) Have the customer send a mail to contact center 4) Choose the word that best applies to this statement. “The best Customer experiences are not: a) Relevant  b) Intentional c) Accidental d) Consistent 5) In communicating with customers it is right to speak to the customer in his native language? a) Yes b) No 6) What might give a customer a positive impression of yourself? (Select all that apply) a) Uniform and hygiene b) Body language c) Language used d) Confidently telling customers you don't know the answer to their question 7) What are the qualities of a good customer-centric officer? (Select all that apply) a) Empathy b) Integrity c) Proactiveness d) Fear 8) A complaining customer is: a) Almost right b) Always the customer c) Often Lying d) Always right 9) Customers are more easily satisfied if their expectations are effectively managed. a) Yes b) No 10) If you were unable to answer a customer's question, query or problem what might you do? a) Tell them to come back later b) Ask a colleague or supervisor c) Tell them you do not know the answer d) Pass the call to other person

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