Customer Service: Customer Service
Representative Unit 3 Exam Q’s and A’s
How does the customer experience impact the company? - -It affects every
area of the customer's relationship with the company.
- How does a great attitude help you with customers? - -It will help to grow
your relationship with customers.
- Effective communication includes: - -Listening to and focusing on
everything a customer has to say without interruption.
- Does the same thing work for every customer? - -No, you must be able to
change your technique based on the customer's needs.
- What type of language should be used with the customer? - -Positive
language is best to use with the customer.
- Why should you ask questions? - -To gain more information and make sure
you understand the customer's issue and meet their needs.
- If you can't ask all the questions you'd like, what should you do? - -Ask as
many as you can and make the best decision you can with the information
you have.
- How can you improve your typing skills? - -Using the right techniques and
finding the right online tools.
- What does CRM stand for and how is it handled? - -Customer Relationship
Management. With software.
- List two daily CSR tasks. - -Answers could include: manage time well and
help customers to the best of my ability.
- What are some resources that can help a CSR stay current on information?
- -Email, newsletters, manager, and other employees.
- Why is it important to know what you are doing on a job? - -Not knowing
can cost the company money and customers.
- What resources do you use to make difficult decisions? - -Company policy,
culture, and common sense.
- How is performance measured? - -Using metrics.
Representative Unit 3 Exam Q’s and A’s
How does the customer experience impact the company? - -It affects every
area of the customer's relationship with the company.
- How does a great attitude help you with customers? - -It will help to grow
your relationship with customers.
- Effective communication includes: - -Listening to and focusing on
everything a customer has to say without interruption.
- Does the same thing work for every customer? - -No, you must be able to
change your technique based on the customer's needs.
- What type of language should be used with the customer? - -Positive
language is best to use with the customer.
- Why should you ask questions? - -To gain more information and make sure
you understand the customer's issue and meet their needs.
- If you can't ask all the questions you'd like, what should you do? - -Ask as
many as you can and make the best decision you can with the information
you have.
- How can you improve your typing skills? - -Using the right techniques and
finding the right online tools.
- What does CRM stand for and how is it handled? - -Customer Relationship
Management. With software.
- List two daily CSR tasks. - -Answers could include: manage time well and
help customers to the best of my ability.
- What are some resources that can help a CSR stay current on information?
- -Email, newsletters, manager, and other employees.
- Why is it important to know what you are doing on a job? - -Not knowing
can cost the company money and customers.
- What resources do you use to make difficult decisions? - -Company policy,
culture, and common sense.
- How is performance measured? - -Using metrics.
