Zendesk Customer Service Professional
Certificate: Customer Service: Problem-
Solving and Troubleshooting Exam
Questions & Answers (Grade A+)
Customer service involves __________. -
correct answer ✅- doing things consistently with customers
- having the right tools in your toolbox to make it simple
What are two reasons people complain, according to Noah
Fleming? -
correct answer ✅- they want something free/discounted
- they've actually been inconvenienced; thus, they want their
concerns acknowledged
Before you address any customer complaint, what is the first thing
you should do? -
correct answer ✅ask yourself "is this customer's concern valid or
invalid?"
What are the four steps you should take when dealing with a valid
complaint? -
correct answer ✅- apologize (it's not an admission of guilt)
Certificate: Customer Service: Problem-
Solving and Troubleshooting Exam
Questions & Answers (Grade A+)
Customer service involves __________. -
correct answer ✅- doing things consistently with customers
- having the right tools in your toolbox to make it simple
What are two reasons people complain, according to Noah
Fleming? -
correct answer ✅- they want something free/discounted
- they've actually been inconvenienced; thus, they want their
concerns acknowledged
Before you address any customer complaint, what is the first thing
you should do? -
correct answer ✅ask yourself "is this customer's concern valid or
invalid?"
What are the four steps you should take when dealing with a valid
complaint? -
correct answer ✅- apologize (it's not an admission of guilt)
