Customer Service Manager Skills & Training Final Exam

Free Practice Test Instructions:

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

Question 1 1. Paul was a manager who oversaw the customer service and marketing departments at his company. He would draw on this managerial skill to motivate his employees.

Question 2 2. Maddie sets three goals for each of her customer service representatives every year. She individualizes them, but the focus is on call-backs, holds, and satisfaction. Maddie uses what type of leadership style?

Question 3 3. This category of managerial skills includes your accountants.

Question 4 4. Active listening has these two components.

Question 5 5. When Bob sets the objectives for his customer service representative, he is carrying out which function of management?

Question 6 6. What type of service personnel issues would a customer satisfaction survey address?

Question 7 7. When Elliott took over as the call center manager, he met with the head of the company's delivery services. He wanted to make sure that deliveries were on time. Elliott implemented a policy that if the delivery is over 30 minutes late, the fee is waived. He is focusing on which characteristic of good customer service?

Question 8 8. When Rebecca stopped at Baker's Man Repair Service she was given more service than she ever expected. What level of customer service is this?

Question 9 9. Grant was recently promoted into the position where he trains and motivates the customer service team. What is his job title?

Question 10 10. Which of the following feedback methods is a way to measure customer service goals by asking customers their opinions?

Question 11 11. This type of informational role takes note of changes inside and outside of the business.

Question 12 12. When Jake decided to create an action plan, he needed to use _____.

Question 13 13. What is an important part of providing customer service over the telephone?

Question 14 14. Which of the following is true when it comes to motivating a customer service team?

Question 15 15. Paul focuses on this essential component to direct his customer service team members.

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Customer Service Manager Skills & Training Final Free Practice Test Instructions

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

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