CES - 1008 CUSTOMER SERVICE - TEST QUESTIONS ANSWERED CORRECTLY LATEST UPDATE 2026
What characteristic understands present challenges and knows how to bounce back from setbacks? -
Answers Resiliency
Which customer service attitude allows you to bounce back from energy draining situations, learn
from them, and move on? - Answers Balance(Wrong)
What best describes the "resiliency" customer service attitude? - Answers Allows you to bounce back
from energy draining situations, lean from them, and move on
What customer service shows customers you are interested in getting the job done? - Answers
Adaptability (Wrong)
What type of customer is anyone you interact with within your organization? - Answers Internal
What best describes the "problem resolution" customer service quality? - Answers Find solutions
(wrong)
What best describes the "let them talk" upset customer handling technique? - Answers Allows
customers to vent and speak their mind about their issue
What method of instilling accountability ensures employees' clarity and consistent adherence by
using "if-then" charts for resolving common customer service issues? - Answers Develop and
Maintain Effective Controls (wrong)
What best describes the "ownership" customer service attitude? - Answers Requires accepting
mistakes, helping the customer, and finding a solution, even if you didn't make the mistake
What upset custome handling technique focuses on staying calm and professional despite customer
comments? - Answers Don't Take it Personally
What best describes the term for monitoring progress and outcomes, and holding themselves and
others to high-quality, timely, and effective results? - Answers Accountability
When you receive an ema that makes you angry, how long is it recommended you wait before
replying? - Answers 24 hours
What verbal customer service skill avoids answering a question with a question? - Answers Question
Appropriately
What best describes the "resolve the problem" upset customer handling technique? - Answers
Identifies customer expectations, takes ownership and addresses the issue
What best describes the "avoid jargon" verbal customer service skill? - Answers Avoids using terms
that won't mean much to people outside the organization.
What upset customer handling technique requires responding quickly and in a businesslike tone when
abuse, cursing, and threats are present? - Answers Don't Tolerate Abuse
What best describes the "enthusiasm" customer service attitude? - Answers Shows an attitude you
want to find a solution to any customer issue
What active listening skill is making encouraging comments and showing indicators to the customer
you are listening? - Answers Listen For Meaning (Wrong)
What best describes the "balance" customer service attitude? - Answers Considers the entre situation
or acts based on changing situations. (Wrong)
Doing what you say you will do and follow through after the customer interaction. (Wrong)
What do customers want from organizations when meeting their needs or finding a satisfactory
solution? - Answers Flexible action
What best describes the "avoid jargon" customer service attitude? - Answers Avoids using terms that
won't mean much to people outside the organization
What best describes the "let them talk" customer service attitude? - Answers Allows customers to
vent and speak their mind about the
What best describes the "empathy" customer service attitude? - Answers Relates to putting yourself
in someone else's shoes and understanding what he or she is feelinng
What method of instiling accountability includes role=playing interaction with difficult customers and
practicing writing responses to angry messa - Answers Develop Programs
What upest customer handlling the technique allows customers to vent? - Answers Let Them Talk
What best dewscribes the "don't at take it personally" upset customer handling technique - Answers
Focus on staying calm and profession despite customer comments
What characteristic understands present challenges and knows how to bounce back from setbacks? -
Answers Resiliency
Which customer service attitude allows you to bounce back from energy draining situations, learn
from them, and move on? - Answers Balance(Wrong)
What best describes the "resiliency" customer service attitude? - Answers Allows you to bounce back
from energy draining situations, lean from them, and move on
What customer service shows customers you are interested in getting the job done? - Answers
Adaptability (Wrong)
What type of customer is anyone you interact with within your organization? - Answers Internal
What best describes the "problem resolution" customer service quality? - Answers Find solutions
(wrong)
What best describes the "let them talk" upset customer handling technique? - Answers Allows
customers to vent and speak their mind about their issue
What method of instilling accountability ensures employees' clarity and consistent adherence by
using "if-then" charts for resolving common customer service issues? - Answers Develop and
Maintain Effective Controls (wrong)
What best describes the "ownership" customer service attitude? - Answers Requires accepting
mistakes, helping the customer, and finding a solution, even if you didn't make the mistake
What upset custome handling technique focuses on staying calm and professional despite customer
comments? - Answers Don't Take it Personally
What best describes the term for monitoring progress and outcomes, and holding themselves and
others to high-quality, timely, and effective results? - Answers Accountability
When you receive an ema that makes you angry, how long is it recommended you wait before
replying? - Answers 24 hours
What verbal customer service skill avoids answering a question with a question? - Answers Question
Appropriately
What best describes the "resolve the problem" upset customer handling technique? - Answers
Identifies customer expectations, takes ownership and addresses the issue
What best describes the "avoid jargon" verbal customer service skill? - Answers Avoids using terms
that won't mean much to people outside the organization.
What upset customer handling technique requires responding quickly and in a businesslike tone when
abuse, cursing, and threats are present? - Answers Don't Tolerate Abuse
What best describes the "enthusiasm" customer service attitude? - Answers Shows an attitude you
want to find a solution to any customer issue
What active listening skill is making encouraging comments and showing indicators to the customer
you are listening? - Answers Listen For Meaning (Wrong)
What best describes the "balance" customer service attitude? - Answers Considers the entre situation
or acts based on changing situations. (Wrong)
Doing what you say you will do and follow through after the customer interaction. (Wrong)
What do customers want from organizations when meeting their needs or finding a satisfactory
solution? - Answers Flexible action
What best describes the "avoid jargon" customer service attitude? - Answers Avoids using terms that
won't mean much to people outside the organization
What best describes the "let them talk" customer service attitude? - Answers Allows customers to
vent and speak their mind about the
What best describes the "empathy" customer service attitude? - Answers Relates to putting yourself
in someone else's shoes and understanding what he or she is feelinng
What method of instiling accountability includes role=playing interaction with difficult customers and
practicing writing responses to angry messa - Answers Develop Programs
What upest customer handlling the technique allows customers to vent? - Answers Let Them Talk
What best dewscribes the "don't at take it personally" upset customer handling technique - Answers
Focus on staying calm and profession despite customer comments
