Customer Service Test

1. Customer Service Test In order to complete the course, you must successfully complete a short test on customer service and listening skills. You will need to use a SCANTRON form for the answers. If you do not already have one, you may request one from your work site or pick one up in the Office of Lifelong Learning, Eberly 202, from 8:00 – 4:00 daily. Be sure to include your name, phone number, and email address on the SCANTRON form. Return it to Eberly 202. When you complete the test successfully, your Certificate will be mailed to you. If you do not complete the test successfully, you will be asked to review the materials and re-test. Please call Karen Hassan, Director of Training, at x5887 with any questions. Good luck!

2. Customer Service Test • There are four characteristics of good customer service (as provided in the presentation). They include: • Sympathetic • Empathetic • Practical • Efficient • There are two types of customers: • Staff and Faculty • Internal and external • Inner and outer • Internal and guest

3. Customer Service Test (continued) • An example of an external customer would be: • Staff • Faculty • Parent • The goal for the training is to create a _______ experience for every customer. • Memorable • Positive • Impressive

4. Customer Service Test (continued) • An example of an internal customer would be: • Staff • Student • Parent • When we provide excellent customer service, our customers are happier with their University experience, and that can translate into higher enrollment and better services. • True • False

5. Customer Service Test (continued) • Which of the following is NOT a cost of ineffective communication: • Confusion/mistrust • Lost opportunities • Loss of self-esteem • Lost opportunities • The ways of speaking that get in the way of good communication are interpersonal barriers. • True • False

6. Customer Service Test (continued) • The parts of your surroundings that have a negative effect on the communication are environmental barriers. • True • False • When people push hot buttons, it has little if any impact on their ability to communicate effectively. • True • False

7. Customer Service Test (continued) • Our brains are able to process words about three times as quickly as our mouths can speak the words. • True • False • Which of the following is NOT a tip for becoming an active listener: • Be prepared • Listen for the unspoken • Sympathize with the customer • Empathize with the customer

8. Customer Service Test (continued) • You use the FLASH button when placing a caller on hold. • True • False • When you use the EAR method for dealing with irate callers, you: • Empathize, Apologize, Respond • Emphasize, Apologize, Responsibility • Empathize, Apologize, Responsibility

9. Customer Service Test (continued) • When taking a message, you need only get the caller’s name and phone number. • True • False • If a parent calls and asks for a student’s schedule, you are not permitted to divulge that information to the caller. • True • False

10. Customer Service Test (continued) • When transferring a call, you should immediately hang up as soon as you have dialed the extension. • True • False • You should never leave a caller on hold for more than 30 seconds without checking back. • True • False

11. Customer Service Test (continued) • The Telephone Directory provides both the campus location and the mailbox number for all staff and faculty. • True • False • The interaction that a customer has with you might be the basis for their opinion of the University overall. • True • False