Digital & Telephone Customer Service 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!

Page 1

Question 1 1. Customer service agents can go the extra mile in responding to negative feedback by _____.

Question 2 2. Why is it important NOT to mention your brand name or relevant keywords when addressing a negative situation online?

Question 3 3. Incorporating marketing into your response to negative feedback can help in what way?

Question 4 4. Brands can typically expect all of these types of customer service inquiries on social media EXCEPT which?

Question 5 5. How can ''listening'' aid in handling customer service inquiries through social media?

Page 2

Question 6 6. What is the best way to engage a customer on various social media channels?

Question 7 7. How can customer service agents help keep customers engaged in an inquiry?

Question 8 8. How can agents securely identify and verify customers in online service requests?

Question 9 9. What is the standard handling time for digital customer service requests?

Question 10 10. What is the single most important step taken in customer service to address trolls or difficult customers?

Page 3

Question 11 11. What characteristic separates an angry customer from a digital troll?

Question 12 12. Why is it important to have and follow a policy for dealing with customers online?

Question 13 13. This tip, which can first be implemented in the greeting, is a good way to speak to customers.

Question 14 14. When is it a good idea to use a canned response in web chats?

Question 15 15. How is a knowledge base an effective tool for web chat agents?

Page 4

Question 16 16. Su Lin often is able to resolve her call center engagements on the first try. Su Lin has a high rate of _____.

Question 17 17. Kia received a call that he was not able to resolve. He needed to transfer the call to a supervisor and wanted to do it as quickly as possible. When he made this decision, he said to the customer, 'Please hold' and transferred the call. The next person the customer heard was the voice of the person to whom Kia had transferred the call. What did Kia forget to do when he transferred the call?

Question 18 18. Why should you smile when speaking on the phone in a call center?

Question 19 19. What is an example of a signature phrase?

Question 20 20. What is the greeting of an email?

Page 5

Question 21 21. When would you use BCC in an email?

Question 22 22. How do call center representatives learn phone etiquette techniques?

Question 23 23. What is the best way management can determine whether call center representatives are utilizing proper phone etiquette techniques?

Question 24 24. Being understanding and relating to one's situation is called _____.

Question 25 25. What is the goal of acknowledging positive customer feedback online?

Page 6

Question 26 26. How can brands use positive customer feedback specifically for marketing purposes?

Question 27 27. Follow-up to positive customer feedback online is most effective if it is _____.

Question 28 28. Which of these examples would be a good fit for demonstrating both an apology and sympathy to an unhappy consumer online?

Question 29 29. Which of these presents a potential risk in handling customer service inquiries via social media?

Question 30 30. The number 1 skill for service representatives handling customer complaints only is to be _____.

Digital & Telephone Customer Service 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!

Call Center Skills Training  /  Business Courses
Support