Free CSFX Questions Attempt

Customer Service Questions and Answers

Question 21

A customer service professional is defined as someone who:

Has a number of years experience in a customer service role.

Has the skills to deal effectively in customer facing roles.

Trains salespeople in how to deal with customers.

Always makes the most sales in a day.

Question 22

Customer information should be collected by a shop:

Once you are aware that the customer is a regular shopper.

The first time the customer comes into the shop.

If a customer appears to be one who will return to the shop.

When the customer makes his first purchase.

Question 23

When a customer starts to make a complaint and you think that you know what the problem is you should:

Listen and then immediately say how you are going to resolve the issue.

Listen, acknowledge the issue and say how you will resolve the issue.

Listen, apologise and say how you will resolve the issue.

Listen, acknowledge, apologise and then say how you will resolve the issue.

Question 24

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

Comparing.

Standardising.

Benchmarking.

Contrasting services.