Zendesk CS Professional Certificate Exam Questions
and Answers 2025- Graded A
What are the names of the two groups you may serve during your time in
customer service? - ANSWER -external and internal
What is the difference between external and internal customers? - ANSWER -
external customers like customers, clients, or guests generally buy your
organization's products or services. In contrast, internal customers are coworkers,
contractors, and even vendors who provide essential supplies and services to others
According to a study done my Jeff Toister's company, what percentage of contact
center agents are at risk of burnout? - ANSWER -74%
What is burnout , according to the APA Dictionary of Psychology? - ANSWER -
physical, emotional, or mental exhaustion accompanied by decreased motivation,
lowered performance, and negative attitudes toward oneself and others
What can cause burnout? - ANSWER -a feeling that that your work doesn't matter
or that what you do is not appreciated
How is customer service related to customer experience? - ANSWER -customer
service is part of customer experience (customer experience includes customer
service, marketing, delivery, product quality, and many other factors)
If you work in Accounting, who would be considered your customer? - ANSWER
-anyone you serve (this could be someone outside your company or an internal
employee)
People go above and beyond because _____. - ANSWER -they get something out
of it (many customer service professionals find it personally rewarding to go the
extra mile)
, What is a primary cause of customer service burnout? - ANSWER -a feeling your
work doesn't matter
What does building rapport entail? - ANSWER -creating a personal connection
with the other person, and hopefully getting them to know and like you
What are the benefits to building rapport? - ANSWER -customers are more
trusting, willing to listen, loyal, and forgiving of mistakes if they feel comfortable
with you
What are some techniques used to build rapport? - ANSWER -Warm greetings.
(Enthusiastically greet and make them feel welcome)
Personalized service. (Learn your customers' interests and preferences)
Say "thank you." (Demonstrate appreciation for your customers' business)
Make the first move. (Initiate contact with customers by greeting them first.)
Learn and use customer names. Treat customers as individuals.
Tell customers your name. (Help customers feel more comfortable with you)
Find something in common. (Search for a shared interest with your customer)
Focus on one customer at a time. (Be fully present with each customer so they feel
special)
Follow-up. (Show your customers you care by following up with them)
Which question is the best way to start a conversation with a face-to-face
customer? - ANSWER -What brings you in today? (This sort of open-ended
question can encourage a customer to share more about their underlying needs, so
you can better help them)
and Answers 2025- Graded A
What are the names of the two groups you may serve during your time in
customer service? - ANSWER -external and internal
What is the difference between external and internal customers? - ANSWER -
external customers like customers, clients, or guests generally buy your
organization's products or services. In contrast, internal customers are coworkers,
contractors, and even vendors who provide essential supplies and services to others
According to a study done my Jeff Toister's company, what percentage of contact
center agents are at risk of burnout? - ANSWER -74%
What is burnout , according to the APA Dictionary of Psychology? - ANSWER -
physical, emotional, or mental exhaustion accompanied by decreased motivation,
lowered performance, and negative attitudes toward oneself and others
What can cause burnout? - ANSWER -a feeling that that your work doesn't matter
or that what you do is not appreciated
How is customer service related to customer experience? - ANSWER -customer
service is part of customer experience (customer experience includes customer
service, marketing, delivery, product quality, and many other factors)
If you work in Accounting, who would be considered your customer? - ANSWER
-anyone you serve (this could be someone outside your company or an internal
employee)
People go above and beyond because _____. - ANSWER -they get something out
of it (many customer service professionals find it personally rewarding to go the
extra mile)
, What is a primary cause of customer service burnout? - ANSWER -a feeling your
work doesn't matter
What does building rapport entail? - ANSWER -creating a personal connection
with the other person, and hopefully getting them to know and like you
What are the benefits to building rapport? - ANSWER -customers are more
trusting, willing to listen, loyal, and forgiving of mistakes if they feel comfortable
with you
What are some techniques used to build rapport? - ANSWER -Warm greetings.
(Enthusiastically greet and make them feel welcome)
Personalized service. (Learn your customers' interests and preferences)
Say "thank you." (Demonstrate appreciation for your customers' business)
Make the first move. (Initiate contact with customers by greeting them first.)
Learn and use customer names. Treat customers as individuals.
Tell customers your name. (Help customers feel more comfortable with you)
Find something in common. (Search for a shared interest with your customer)
Focus on one customer at a time. (Be fully present with each customer so they feel
special)
Follow-up. (Show your customers you care by following up with them)
Which question is the best way to start a conversation with a face-to-face
customer? - ANSWER -What brings you in today? (This sort of open-ended
question can encourage a customer to share more about their underlying needs, so
you can better help them)
