Developing Customer Service Soft Skills 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. Why is repeating and paraphrasing a good listening technique for customer service employees to use?

Question 2 2. When greeting a customer over the phone, what non-verbal gesture should be used?

Question 3 3. Direct eye contact lets the customer know what?

Question 4 4. What is the name given to reusable company writing that is impersonal, canned, generic, and stale?

Question 5 5. When should customer service employees use soft skills?

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Question 6 6.

Why is the following sentence considered a bad or ineffective response to a customer service ticket or email?

'I see that you have submitted this ticket to our IT Help Desk in an effort to determine whether the social media account you created under your name has been compromised by a person or persons hitherto unknown to you.'

Question 7 7. In face-to-face interactions, being trained in soft skills is important because the attitude and body language of the customer service associate is _____ to the customer.

Question 8 8. Body language is a form of what?

Question 9 9. A common term for soft skills is _____.

Question 10 10. Which type of employees are viewed as more likely to provide good customer service and manage conflict well?

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Question 11 11. What are advantages of having soft skills training for customer service employees?

Question 12 12. What are four guidelines for writing effective responses to customer service tickets and emails?

Question 13 13. What does it mean to write a 'correct' response to a customer service ticket or email?

Question 14 14. In customer service, what is a template?

Question 15 15. When customer service employees mirror their customers, what should they not mirror?

Developing Customer Service Soft Skills 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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