Week 2 - Day 2 - Module 26 Worksheet: Customer Service Knowledge
Week Two / Day Two
Name
First Name
Last Name
Date:
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Month
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Day
Year
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Phone Number
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Area Code
Phone Number
Email
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example@example.com
Review the following True or False questions to make sure you are on track with your customer service practices. If you have any questions, you may contact your Integrated Case Worker or Social Worker.
1. Customers are more easily satisfied if their expectations are effectively managed.
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True
False
2. In responding to a frustrated customer’s question, it is a good idea to immediately offer a solution.
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True
False
3. Most upset customers will calm down if you offer a sincere apology.
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True
False
4. If a customer gets the wrong idea from a sales representative, it is okay to tell the customer that sales representative will say anything to make a sale.
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True
False
5. When a customer calls for technical support, it is realistic to require them to explain the problem in technical language.
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True
False
6. When you answer a call, and the customer really needs to resolve the issue with another department, it’s your responsibility to make sure the customer reaches someone who can help.
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True
False
7. When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
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True
False
8. When dealing with an abusive customer on the phone, it is important to hang up right away.
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True
False
9. On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer.
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True
False
10. After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they are satisfied and thank them for their business.
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True
False
11. Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.
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True
False
12. The most credible advertising is a satisfied customer.
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True
False
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