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. Be _____ when communicating with the customer.






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






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






4. Discusses everything except the problem on the call.






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






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






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






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






9. Do not send ________to a customer.






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






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






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






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






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






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






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






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






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






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


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






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






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






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






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






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






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






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






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






29. Ways to relax






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






31. The process for transferring a call.






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






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






34. Follow-up questions should be...






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






36. Technician should not interrupt the customer - Why?






37. 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.






38. 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.






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






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