Types of Customers & Customer Behavior in a Call Center

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

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

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

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About This Quiz & Worksheet

The questions in this quiz and worksheet gauge your knowledge of call center customer behavior. Among other details, this quiz requires you to know the best first step in identifying the type of caller and the problem.

Quiz & Worksheet Goals

You'll be tested on the following:

  • Call center customer behavior that may slow productivity
  • The best way to handle an angry customer
  • Handling someone who quickly wants to speak with a supervisor
  • Identifying the type of caller and the problem
  • Asking questions to identify customer concerns

Skills Practiced

  • Making connections - use what you've learned to make connections between call center customer behavior and productivity
  • Knowledge application - use your knowledge to answer a question about handling an angry customer
  • Information recall - access the knowledge you've gained about how to identify customer concerns

Additional Learning

Deepen your knowledge of this topic by reviewing the lesson titled Types of Customers & Customer Behavior in a Call Center. Here's a quick glance at what you can expect to find in this lesson:

  • An overview of common customer behaviors
  • How to handle someone who doesn't really know what they want
  • Acknowledging a friendly/nice customer
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