Improving Call Center Customer Satisfaction 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. How do call center representatives learn phone etiquette techniques?

Question 2 2. Why is it important to meet customer expectations?

Question 3 3. Benefits of using technology in call centers includes:

Question 4 4. Why would call centers use intelligent call back features?

Question 5 5. How does a customer feel when receiving personalized service?

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Question 6 6. Technology used in call centers can eliminate which of the following?

Question 7 7. Which are examples of common technology used in call centers?

Question 8 8. Why is it important to create and maintain customer profiles, history of transactions and personalization of customer services?

Question 9 9. What is the best way management can determine whether call center representatives are utilizing proper phone etiquette techniques?

Question 10 10. Being understanding and relating to one's situation is called _____.

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Question 11 11. What are advantages to ensure that each interaction with customers is fulfilling customer needs and exceeding expectations?

Question 12 12. Customer experience management can be defined as _____.

Question 13 13. Which technology can connect customers to the representative that they previously spoke to by phone?

Question 14 14. The act of pronouncing words and expressing them clearly is called _____.

Question 15 15. What is the best technique to learn more about the customer's needs?

Improving Call Center Customer Satisfaction 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 Customer Service - Improving Customer Satisfaction  /  Business Courses
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