Test your basic knowledge |

Call Center Communication Skills

Subject : business-skills
Instructions:
  • Answer 40 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Ways to relax






2. Be prepared to explain ________ that you can help them.






3. A __________usually means that a server is not working and the entire office or company is waiting for the problem to be resolved in order to resume business.






4. The three rules at the beginning of a conversation are...






5. For time management - it is important to __________. In your own words - explain what that means.






6. There may be exceptions to the SLA. Make sure to follow...






7. Many call-center technicians use a ________ at their desk to monitor their facial expressions.






8. You would not want to make a promise to a customer that you...






9. Do not send ________to a customer.






10. Has difficulty describing the problem. These customers are usually not able to follow directions correctly and not able to communicate the errors that they encounter.






11. When dealing with customers - it is necessary to be...






12. General rules that apply to all of your online interactions with customers and coworkers


13. The process to follow before you put a customer on hold - Let them know you putting them on hold...






14. It is important for your own well-being to use...






15. Follow-up questions should be...






16. Discusses everything except the problem on the call.






17. After you have assured the customer that you understand the problem - what should you do next?






18. For e-mail and text communications - there is a set of personal and business etiquette rules called ___________.






19. What is the first step in resolving the computer problem?






20. A good rule for all technicians to follow is that a new customer call means...






21. Complains during the call and often makes negative comments about the product - the service - and the technician.






22. Divulging any customer information to anyone else is not only unethical - but may be...






23. Some of the contents of an SLA usually include...






24. Be _____ when communicating with the customer.






25. After you have listened to the customer explain the whole problem - what should you do?






26. During the time that the customer is explaining the problem - what should you do?






27. When you focus the customer on the problem - it allows you to...






28. Wants to speak with a technician that is equally experienced in computers.






29. Talks loudly during the call and often tries to speak when the technician is talking.






30. As a technician - you should be _______ in all communications with customers.






31. The customer should be able to answer with a...






32. The process for transferring a call.






33. Things that you should not do when communicating with a customer






34. The ______ of your work area can help you do your job or make it more difficult.






35. If you stay ______ with the customer - finding a solution to the problem will remain the ___________________.






36. The following rules are examples of the specific rules a call center may have to handle customer calls






37. Technician should not interrupt the customer - Why?






38. When dealing with customers - it is important to adhere to that customer's...






39. One of the first tasks of the technician is to determine...






40. Your body language can be seen by your customer. A customer can...