Customer Service Recertification Test Logo

  • Customer Service Standards

    Recertification Test

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  • Contact Information

  • Course Agreement

    You must achieve at least 85% to pass. You have a maximum of 5 attempts. It is your responsibility to keep track of your attempts. After your 5th attempt, any further submissions will be invalid. If you do not acheive at least 85% by the end of your attempts, you are required to inform your manager and enroll in the SOFTEN course.

  • Passing Score: 85%

    Attempts Allowed: 5 

      

    Please select the best answer for each question. 

     

  • Section 1

     

  • Section 2

     

  • Please provide your feedback on these videos as they relate to our SOFTEN model.

  • Video 1

  • Video 2

  • Key Takeaways

     

    • Dealing with difficult customers can be challenging. But, if you handle the situation well, you may even be able to improve your relationship, and create further opportunities
    • Make sure that you listen actively to your customer’s problems or complaints, and resist the urge to interrupt or solve the problem right away. Be empathetic and understanding, and make sure that your body language communicates this
    • If you're not sure how to fix the situation, then ask your customer what could make him/her happy. If it's in your power, then get it done as soon as possible. Follow up with your customer to make sure he/she was happy with how the situation was resolved
    • Be genuine and not scripted
    • A comprehensive training & development program brings all employees to a higher level. Frequently revisiting customer service training, such as how to address customers in both positive and negative situations, can ensure that your customers stay happy and loyal.
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