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Customer service quizzes

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Active listening, using names, clear language, empathy, and promising refunds enhance customer support. Always clarify next steps and check for further needs before ending calls.

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Slides (12)

1 -

Active listening includes repeating the customer's concern in your own words.

2 -

Using a customer's name can help build rapport.

3 -

You should promise a refund if a customer is upset.

4 -

Clear, simple language is better than jargon when helping customers.

5 -

It is okay to keep a customer waiting without an update.

6 -

It is best to explain a complex policy using the exact policy wording every time.

7 -

If you cannot solve an issue immediately, giving a clear next step can still reduce customer frustration.

8 -

Empathy means understanding the customer's feelings, not necessarily agreeing with them.

9 -

What is the best first response when a customer is frustrated?

10 -

Which phrase is most customer-friendly?

11 -

What should you do before ending a support call?

12 -

What is one word that best describes a great customer service attitude?

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