Building an Effective Customer Service Team Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Laura needs to deliver information to her team of customer service representatives about a new product that's about to hit the market. What's the BEST way to prepare the team for questions they may receive?

Question 2 2. Why is training an important part of the customer service manager's job?

Question 3 3. What is one way the customer service manager supports the customer service team?

Question 4 4. You're coaching a team member to improve a specific behavior. Which of the following is NOT a recommended approach to providing constructive feedback?

Question 5 5. Why is hiring in customer service unique?

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Question 6 6. What is an example of a good question to ask during an interview for customer service personnel in order to get to know the candidate?

Question 7 7. What is one thing a customer service manager is typically responsible for?

Question 8 8. Why is it important to set clear expectations of the position?

Question 9 9. When providing information to your team, you should always:

Question 10 10. What type of attitude should you look for in customer service personnel candidates?

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Question 11 11. Jillian needs to address a mistake that was made by Sally, a member of her team. Sally is dedicated and diligent and rarely makes mistakes. What is the BEST way for Jillian to handle this?

Question 12 12. Jennifer learns to watch for her guests initial reaction when asking them how their meal turned out, this typically reflects the customers true feelings about the meal. This is an example of which key skill?

Question 13 13. Jennifer uses the words 'absolutely' and 'my pleasure' when responding to her table's request, which key skill is this an example of?

Question 14 14. What is the BEST way to promote good communication within your team?

Question 15 15. Which of the following is a relevant skill of a customer service manager?

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Question 16 16. Which of the following is the BEST way to recruit customer service personnel?

Question 17 17. Personnel that can be clear and concise when speaking with customers and in-turn avoid confusion and false information, possess what key skill?

Question 18 18. Jennifer's first table communicated that they required additional explanation of the menu, as it was their first visit to that steakhouse. What key skill did Jennifer exhibit in order to understand what her guests were communicating to her?

Question 19 19. Why is patience an important attribute of a customer service manager?

Question 20 20. Some people find it difficult to predict what might make a customer happy or their experience successful. This adds to the difficulty of teaching and/or learning what key skill?

Building an Effective Customer Service Team Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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