Course Name: Customer Service
Instructions:
You will have 5 minutes for filling your Basic Details & 10 minutes to complete the Assessment Test.
You are allowed to complete the test in one attempt only. Mutiple submissions may lead to rejection of your candidature.
Basic Details
Enter Your Full Name
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Mr.
Miss.
Mrs.
Prefix
First Name
Last Name
Phone Number
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Enter Your Email ID
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example@example.com
Education
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Qualification / Ongoing Education
Take Photo
E-Signature
Assessment Test
Introduce Yourself in a small Essay (Goals, Strength & Weakness)
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A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
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Tell the person what you think the answer might be.
Refer the person to your supervisor.
Say that you are not allowed to give out that information to the public.
Inform the person that you don't know but will find out.
When dealing with a customer, you should not?
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Get caught up in an argument
Use the word "NO"
Give out orders or place blame on the customer
All of the above.
Little things such as taking pride in your work, smiling, being alert and aware, and not being afraid to ask can all influence the service you give to the customer?
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True
False
Assume that you are taking a telephone message from a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the:
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Length of the call
Name of the caller
Time of the call
Telephone number of the caller
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
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Do not get involved in the situation
Quickly take your boss aside and provide the correct name
Wait until the client leaves, and then provide your boss with the correct name
Give the individual the correct name, and explain that your boss was unaware of a different person responsible for providing the information
You are asked to push a particular viewpoint with a client. The request makes perfect business sense, but you do not believe in the notion you are to advocate. How do you deal with the situation?
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Despite the intention to go ahead with the request, I just can't follow through with it.
I will make an attempt, and I will be convincing
I try to do my best to "pull it off"
I "pull it off" effortlessly
Which is not an example of active listening?
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Taking notes
Repeating key points
Phrases like "of course", "go on", etc.
Interjecting when the solution to a problem becomes apparent
A person is telling you a story but taking forever to get to the point. What do you do?
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I let him/her finish the story without interrupting
I let him/her finish the story without interrupting, but I can't help glancing at my watch
I ask him/her to get to the point of the story
I interrupt by asking, "Does this story have a point?"
Record an audio, introducing yourself in a 2 minute pitch.
Submit
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