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Essential Skills for Digital Customer Service

Instructions:

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

question 1 of 3

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

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

2. Handling customer complaints promptly is important. All of these are best practices EXCEPT which?

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About This Quiz & Worksheet

The questions in this brief multiple-choice quiz and worksheet assess your knowledge of skills for online customer service. For instance, you should know the best way to handle customer complaints and how to verify the identify of an online customer, among other details.

Quiz & Worksheet Goals

You'll be quizzed on the following:

  • Top skill for service representatives handling customer complaints
  • Keeping customers engaged in an inquiry
  • Best practices for handling customer complaints
  • How to securely identify and verify online customers
  • Sandard handling time for online customer service requests

Skills Practiced

  • Knowledge application - use your knowledge to answer a question about the number one skill for service representatives handling customer complaints
  • Interpreting information - verify that you can read information about keeping customers engaged in an inquiry and interpret it correctly
  • Information recall - access the knowledge you've gained about verifying the identity of online customers

Additional Learning

Keep studying this topic with the lesson titled Essential Skills for Digital Customer Service. Below are just a few examples of what you can expect to find in this lesson:

  • The percentage of consumers who use social media for customer service
  • How to handle customer complaints
  • Apologizing and empathizing with the customer
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