Handling Difficult Customers in a Call Center 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. Which of the following is the best response when a customer refuses to give additional information?

Question 2 2. It finally happened: A customer asked you a question that you could not answer. What do you do?

Question 3 3. When a customer does not seem to understand the resolution to an issue, the agent should make sure to avoid _____ because sometimes customers are unfamiliar with the technical terms of the field.

Question 4 4. What should you do if a customer is not happy with the resolution available?

Question 5 5. Allowing a customer to tell you their story without interruption and checking in to make sure you've heard them correctly is referred to as _____.

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Question 6 6. Why is it important for customer service representatives to become familiar with strategies for dealing with difficult customers?

Question 7 7. Which of the following might be an effective phrase to use with a difficult customer?

Question 8 8. A customer is angry about being charged full price for a pair of shoes that are now on sale less than a week later. The customer service representative offers her a 50% off coupon on her next purchase which she accepts. This is called making a _____.

Question 9 9. How can asking questions help identify customer concerns in a call center environment?

Question 10 10. This common type of customer in a call center is always trying to derail the conversation and may slow your productivity:

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Question 11 11. How should you handle a Ladder Lisa type of caller who wants to speak to your supervisor almost immediately?

Question 12 12. What is the best way to handle an Angry Al type of customer?

Question 13 13. What should a call center representative do if an abusive caller does not stop yelling or using profanity?

Question 14 14. Once an abusive call has been terminated, what is the next course of action for a call center agent?

Question 15 15. Verbal abuse from abusive callers could include all of these EXCEPT which?

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Question 16 16. What is the difference between an angry caller and an abusive one?

Question 17 17. Jeff works at a pet supply store. A customer walks in the front door, carrying a birdcage, yelling about how the door is broken. What is the first thing Jeff should do?

Question 18 18. After finding a resolution, what is the final step in completing the customer complaint process?

Question 19 19. In the managing the issue phase of resolving customer complaints, how do you uncover information?

Question 20 20. Which of the following is NOT a step in negotiation?

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Question 21 21. The 4x4 model is a type of _____ that can help calm you in a stressful call center situation.

Question 22 22. Indulging your senses is another way to manage stress and minimize the emotional impact of a call on an agent's well-being. It could include all of the following EXCEPT which?

Question 23 23. How can team-building exercises reduce stress in a call center environment?

Question 24 24. To create a healthier environment and increase mental focus, increase water and decrease _____.

Question 25 25. All of these are reasons a conflict might occur in customer service EXCEPT which?

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Question 26 26. Using a script can be one method of following established _____.

Question 27 27. This resolution style is a win for both the company and the customer.

Question 28 28. This resolution style involves an individual who tends to ignore conflict, hoping it will go away.

Question 29 29. What is required when handling a challenging call center call?

Question 30 30. Why is it important to try and put yourself in an angry customer's shoes?

Handling Difficult Customers in a Call Center 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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