Maintaining a Positive Attitude in Customer Service


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question 1 of 3

Customer service teams have the ability to positively influence customers by which of the following?

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1. Who or what should set the initial tone before the interaction occurs?

2. When can reflective listening be used with a customer?

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About This Quiz & Worksheet

Customer service professionals field a lot of complaints and questions, and remaining upbeat can be a challenge. This assessment reviews strategies for maintaining a positive attitude in the customer service branch of business.

Quiz & Worksheet Goals

This assessment on customer service gauges your knowledge on the following topics:

  • Communicating with customers
  • The purpose of customer service
  • Creating a positive environment
  • Qualities that enhance customer service

Skills Practiced

  • Information recall - access your knowledge on positive attitudes in customer service
  • Interpreting information - make sure you can read about setting the tone and reflective listening in customer service and understand the main points
  • Knowledge application - use your knowledge to answer questions about strategies to bolster customer service

Additional Learning

To learn more, read the lesson, Maintaining a Positive Attitude in Customer Service. The lesson covers the following objectives:

  • Explain how employees can keep customer interactions positive
  • Describe some communication techniques that enhance customer service
  • Understand how supporting a customer impacts transactions