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1. Fill in the blank: _______ can be defined as the way that customers are treated by a business, and the support that’s given to them, before, during, and after making a purchase.
Problem Solving Customer Service Active Listening Digital Messaging
2. True or False: According to the U.S. Bureau of Labor Statistics, over 40 million jobs, or a quarter of all jobs in the United States, require some customer service skills.
True False
3. Which of the following interactions is traditionally the most well-known type of customer service?
Phone FAQ Digital Messaging Face-to-face
4. Fill in the blank: _______ is the practice of responding appropriately, and retaining information that was spoken during a conversation.
Active Listening Transparency Empathy Problem Solving
5. True or False: Soft skills, such as Customer Service, are important for every step of your career, including building your resume, applying for jobs, interviewing, and advancing at work.
True False
6. Which type of customer service uses text messages, emails, social media, or a live-chat feature on the company’s website?
Face-to-face Digital Messaging Phone FAQ
7. Which of the following traits is considered essential to make an outstanding customer service employee?
Active Listening Empathy Transparency All of the above
8. True or False: Proving only one type of customer support channel is ideal for the best customer service and shortest wait times.
True False
9. Which of the following industries utilize customer service?
Retail Food Service Hospitality Product Sales All of the above
10. Fill in the blank: _______ describes the ability to understand the feelings of someone else from their perspective, or to put oneself in someone else’s shoes.
Transparency Active Listening Empathy Problem Solving
11. True or False: Bad customer service is not as impactful on a company's reputation as good customer service is for the success of a business.
True False
12. Which of the following terms refers to the process of finding solutions to difficult or complex issues?
Hospitality Problem Solving Knowledge Active Listening
13. Fill in the blank: _______ customer service involves anticipating potential problems and addressing them before they escalate.
Transparent Empathetic Reactive Proactive
14. Which of the following steps should come first when problem solving?
Develop a plan Identify the problem Implement the plan Analyze the problem
15. True or False: Having good customer service skills can help you obtain a job and/or advance in your career.
True False