Scribd
Upload
4 views

Unit 6

The document outlines key principles and practices for effective customer service, including handling queries, understanding customer issues, and ensuring satisfaction. It emphasizes the importance of active listening, clear communication, and following organizational standards. Additionally, it addresses common misconceptions about customer service interactions and the necessity of seeking help when needed.

Uploaded by

manalx031
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
4 views

Unit 6

The document outlines key principles and practices for effective customer service, including handling queries, understanding customer issues, and ensuring satisfaction. It emphasizes the importance of active listening, clear communication, and following organizational standards. Additionally, it addresses common misconceptions about customer service interactions and the necessity of seeking help when needed.

Uploaded by

manalx031
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 6

Name:

NOCN Level 1 Certificate in Customer Service


Deal with Customer Queries, Requests and Problems

16.1

 All of the following are typical customer queries and requests EXCEPT:
a) Pricing and discounts information
b) Product availability and stock levels
c) Personal advice on unrelated matters
d) Order status and delivery details

 Mark as true or false:

It is common for customers to contact customer service with


False
requests for emotional support.

16.2

 Mark as true or false:

Active listening is not necessary when identifying customer


False
queries, requests, and problems.

Customer feedback and surveys are unreliable sources for


False
identifying common issues and trends.

 How can a customer service representative ensure they have correctly


understood a customer's issue?
a) By changing the topic to avoid the issue.
b) Repeat back what the customer has said to ensure you've understood correctly.
c) By offering random solutions without clarification.
d) By ending the conversation quickly.
16.3

1
 Select the appropriate behaviors for dealing with dissatisfied customers.
a) Become defensive and justify the company's actions
b) Ignore the customer's emotions and focus strictly on the facts
c) Offer sincere apologies and effective solutions to their problems
d) None of the above

 Mark as true or false:

Following up with customers after resolving their issues is an


unnecessary step in customer service.

16.4

 Which of the following behaviors could make a customer's dissatisfaction


worse?
a) Using rude or disrespectful language.
b) Offering excuses rather than solutions.
c) Making unrealistic promises.
d) All of the above.

 Mark as true or false:

Ignoring the problem a customer presents is beneficial for


False
maintaining a good customer relationship.

16.5

 Mark as true or false:

It is important to seek help from knowledgeable colleagues


whenever you encounter a task, problem, or situation that exceeds True
your knowledge.

You should refuse to obtain help or information when facing a


False
new task to demonstrate independence.

2
16.6

 To whom should you refer problems that are beyond your capacity to
resolve?
a) A random coworker
b) The appropriate authority or individual with expertise
c) External friends or family for their opinion
d) No one, as all problems should be handled personally

 Mark as true or false:

Problems should always be handled independently regardless of


False
their complexity.

17.1

 How should you handle a customer's query or request professionally?


a) Respond promptly and courteously.
b) Provide inaccurate information.
c) Offer solutions or alternatives when possible.
d) A&C

 Mark as true or false:

Using clear and concise language is a key component of dealing


True
with customer queries and requests professionally.

17.2

 Which of the following is NOT a step to providing customers with responses


within the limits of one's own authority?
a) Offer solutions or information that fall outside of your defined role and
expertise.
b) Understand the scope of your authority and responsibilities.
c) Clearly communicate when issues exceed your authority and need further
escalation.
d) None of the above

3
17.3

 When you cannot answer a customer's query or request due to a gap in


knowledge, what should be your first step?
a) Wait for the customer to find the answer themselves.
b) Immediately promise a solution without seeking further information.
c) Identify the specific gaps in knowledge or expertise.
d) Ignore the query or request and move on to the next customer.

17.4

 Which of the following is NOT a way to keep customers informed of


progress?
a) Waiting for the customer to contact you before providing an update.
b) Providing regular updates on the status of their request.
c) Communicating any delays or changes in timelines.
d) Being responsive to customer inquiries about the status of their request.

 Mark as true or false:

To keep customers informed of progress, updates should be


False
provided only when there is significant progress to report.

18.1

 What should you do first to identify the nature of customers' problems?


a) Provide an immediate solution without listening.
b) Actively listen to their concerns and issues.
c) Dismiss the concerns as unimportant.
d) Wait for customers to solve their own problems.

 Mark as true or false:

Asking probing questions to clarify and understand the problem is


a useful strategy in identifying the nature of customers' problems.

4
18.2

 What is important for communicating with customers calmly?


a) Speaking in a high-pitched, rapid tone.
b) Listen actively to customer feedback and respond thoughtfully.
c) Use positive body language and eye contact.
d) B&C

 Mark as true or false:

Active listening to customer feedback and responding thoughtfully


is a key aspect of communicating with customers calmly and True
confidently.

18.3

 Mark as true or false:

Using your expertise and knowledge is unnecessary when


False
addressing issues within your authority.

 If an issue exceeds your authority, you should:


a) Ignore the issue completely.
b) Mislead the customer about your capabilities.
c) Escalate the issue for proper resolution.
d) Take a guess at a solution without confirming its accuracy.

18.4

 Mark as true or false:

It is important to ensure that the colleague receiving the referral


True
fully understands the situation.

 When passing a problem to a colleague, you should:


a) Provide a clear and concise explanation of the issue.
b) Ignore the problem.
c) Speak in a foreign language.

5
d) None of the above.

18.5

 What is the best way to ensure that customers are satisfied with the actions
taken?
a) Wait for them to contact you if there are further issues.
b) Seek feedback directly and ask specific questions regarding their satisfaction.
c) Assume satisfaction if they do not complain.
d) All of the above.

 Mark as true or false:

You should close the case and stop communicating with the
customer once you’ve provided a solution, without checking their False
satisfaction level.

18.6

 Mark as true or false:

When solving customers' problems, you should always document


True
the actions taken according to your organization's standards.

 What should you do to handle customer problems according to


organizational, legal, and ethical standards?
a) Solve the problem quickly without regard to company policy.
b) Ignoring company policies means the customer will be more satisfied with the
outcome.
c) Make the customer happy no matter what.
d) None of the above.

You might also like