ZENDESK CUSTOMER SERVICE PROFESSIONAL
CERTIFICATE: CUSTOMER SERVICE FOUNDATIONS EXAM
NEWEST 2025 ACTUAL EXAM WITH COMPLETE 60
QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) ALREADY GRADED A+ |
GUARANTEED PASS
When emotions become so strong that they take over the rational part of the
brain, it's called _____. - Correct Answer > emotional hijacking
What is the difference between external and internal customers? - Correct 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
What is a benefit of taking ownership of a problem? - Correct Answer > You can prevent
customers from getting angry.
According to Annette Franz, what is customer experience? - Correct Answer > the sum
of all the interactions that a customer has with an organization over the life of the
relationship with that company, and especially the feelings, emotions and
perceptions the customer has about those interactions
, Which question is the best way to start a conversation with a face-to-face
customer? - Correct 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)
You can be more likable to customers if your tone and body language _____. -
Correct Answer > match the intent of your words (Using words, tone, and body
language that all match the same intent can enhance likability)
According to the Oxford English Dictionary, what is customer service? - Correct Answer
> the assistance and advice provided by a company to those people who buy or
use its products or services
When does outstanding customer service happen? - Correct Answer > when you find a
way to help your customer have a great experience
What are the names of the two groups you may serve during your time in
customer service? - Correct Answer > external and internal
According to a study done my Jeff Toister's company, what percentage of contact
center agents are at risk of burnout? - Correct Answer > 74%
What is burnout , according to the APA Dictionary of Psychology? - Correct Answer >
physical, emotional, or mental exhaustion accompanied by decreased motivation,
lowered performance, and negative attitudes toward oneself and others
CERTIFICATE: CUSTOMER SERVICE FOUNDATIONS EXAM
NEWEST 2025 ACTUAL EXAM WITH COMPLETE 60
QUESTIONS AND CORRECT DETAILED ANSWERS
(VERIFIED ANSWERS) ALREADY GRADED A+ |
GUARANTEED PASS
When emotions become so strong that they take over the rational part of the
brain, it's called _____. - Correct Answer > emotional hijacking
What is the difference between external and internal customers? - Correct 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
What is a benefit of taking ownership of a problem? - Correct Answer > You can prevent
customers from getting angry.
According to Annette Franz, what is customer experience? - Correct Answer > the sum
of all the interactions that a customer has with an organization over the life of the
relationship with that company, and especially the feelings, emotions and
perceptions the customer has about those interactions
, Which question is the best way to start a conversation with a face-to-face
customer? - Correct 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)
You can be more likable to customers if your tone and body language _____. -
Correct Answer > match the intent of your words (Using words, tone, and body
language that all match the same intent can enhance likability)
According to the Oxford English Dictionary, what is customer service? - Correct Answer
> the assistance and advice provided by a company to those people who buy or
use its products or services
When does outstanding customer service happen? - Correct Answer > when you find a
way to help your customer have a great experience
What are the names of the two groups you may serve during your time in
customer service? - Correct Answer > external and internal
According to a study done my Jeff Toister's company, what percentage of contact
center agents are at risk of burnout? - Correct Answer > 74%
What is burnout , according to the APA Dictionary of Psychology? - Correct Answer >
physical, emotional, or mental exhaustion accompanied by decreased motivation,
lowered performance, and negative attitudes toward oneself and others
