Customer Service Practice Test Exam
Questions & Solutions
You - -When providing quality customer service, the key to making the
puzzle come together is "___________".
- Help each customer the best you can and make sure each customer leaves
happy. - -How is positive customer service defined?
- meets the customer's needs to the best of the company's abilities is
engaging and thoughtful - -Good customer service is described as "engaging
each customer in a manner that..." (select two)
- Customers are the focus of our business - -What is principle one of positive
customer service?
- Not just a statistic but people with unique needs just like you and me - -
According to principle one, our customers are
- We have to know who are customers are - -What is principle two of
positive customer service?
- First time workers
Want or are required to change careers
Trying to advance in their career
Have job-want to start a career - -What are the four types of job seekers that
we serve in the workforce offices?
- Businesses
Schools
Community partners
colleagues
co-workers - -Who else (other than job seekers are our customers)?
- Appear friendly, smile and talk directly to
customer - -What is principle three of positive customer service?
- smile/ talk - -According to principle three we must ___________ and
__________ directly with our customers
, - positive - -Part of principle three is to smile and talk directly to the
customer. We must make sure that we are engaging the customer with a
attitude, even if we are having a bad day.
- How do we appear friendly on a bad day? We have to take it - -
- Do not take it personally - -What is principle four of positive customer
service?
- Smiling and talking directly to each customer - -Mary works at the front
desk of the One-Stop Career Center. She meets with hundreds of customers
each day, including unhappy job seekers and those who have lost their jobs.
Today, she has heard from a lot of sad people today. But, she remembers
principle three of positive customer service and takes it one customer at a
time. She serves each customer individuals by
- •One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are - -responding to the customer's
needs
What is one of the ways that you can be courteous to a customer? List them
below. (These are in the training materials, under principle five)
- •One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are responding to the customer's
needs - -List five ways that you can be to customers. (These are in the
training materials, under principle five)
- smile - -Principle six of positive customer service requires workforce
professionals to use positive communication skills. Finish this statement
appropriately. According to principle six, you should always greet customers
with a
- Use open body language
Use eye contact
Make sure you are not thinking about what you're going to say next
Do not interrupt
Positive reactions - -What are ways that you can show you are actively
listening and paying attention to customers?
Questions & Solutions
You - -When providing quality customer service, the key to making the
puzzle come together is "___________".
- Help each customer the best you can and make sure each customer leaves
happy. - -How is positive customer service defined?
- meets the customer's needs to the best of the company's abilities is
engaging and thoughtful - -Good customer service is described as "engaging
each customer in a manner that..." (select two)
- Customers are the focus of our business - -What is principle one of positive
customer service?
- Not just a statistic but people with unique needs just like you and me - -
According to principle one, our customers are
- We have to know who are customers are - -What is principle two of
positive customer service?
- First time workers
Want or are required to change careers
Trying to advance in their career
Have job-want to start a career - -What are the four types of job seekers that
we serve in the workforce offices?
- Businesses
Schools
Community partners
colleagues
co-workers - -Who else (other than job seekers are our customers)?
- Appear friendly, smile and talk directly to
customer - -What is principle three of positive customer service?
- smile/ talk - -According to principle three we must ___________ and
__________ directly with our customers
, - positive - -Part of principle three is to smile and talk directly to the
customer. We must make sure that we are engaging the customer with a
attitude, even if we are having a bad day.
- How do we appear friendly on a bad day? We have to take it - -
- Do not take it personally - -What is principle four of positive customer
service?
- Smiling and talking directly to each customer - -Mary works at the front
desk of the One-Stop Career Center. She meets with hundreds of customers
each day, including unhappy job seekers and those who have lost their jobs.
Today, she has heard from a lot of sad people today. But, she remembers
principle three of positive customer service and takes it one customer at a
time. She serves each customer individuals by
- •One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are - -responding to the customer's
needs
What is one of the ways that you can be courteous to a customer? List them
below. (These are in the training materials, under principle five)
- •One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are responding to the customer's
needs - -List five ways that you can be to customers. (These are in the
training materials, under principle five)
- smile - -Principle six of positive customer service requires workforce
professionals to use positive communication skills. Finish this statement
appropriately. According to principle six, you should always greet customers
with a
- Use open body language
Use eye contact
Make sure you are not thinking about what you're going to say next
Do not interrupt
Positive reactions - -What are ways that you can show you are actively
listening and paying attention to customers?
