Call Center Solutions Customer Service Skills 2

Question 1

What is 'de-escalation' in a call center context?

Accepted Answer

Techniques used to calm an upset customer and reduce tension during a call

Answer

De-escalation involves using calm tone, empathy, active listening, and solution-focused language to reduce a customer's anger or frustration.

Question 2

What is meant by 'tone of voice' in call center training?

Accepted Answer

The emotional quality and delivery of speech that conveys attitude and intent

Answer

Tone of voice encompasses the warmth, confidence, and empathy conveyed through speech delivery, which significantly impacts customer perception on phone calls.

Question 3

Which type of customer service goes beyond solving the immediate issue to anticipate future customer needs?

Accepted Answer

Proactive service

Answer

Proactive customer service involves identifying and addressing potential issues or needs before the customer contacts the company, improving satisfaction and reducing call volume.

Question 4

What is the 'hold protocol' best practice in call centers?

Accepted Answer

Asking permission before placing a customer on hold and providing a time estimate

Answer

Best practice requires agents to ask the customer's permission before placing them on hold, give an estimated hold duration, and thank them for their patience when returning.

Question 5

What does 'CSAT' stand for and what does it measure?

Accepted Answer

Customer Satisfaction — measures how happy customers are after an interaction

Answer

CSAT (Customer Satisfaction Score) is typically measured via a post-interaction survey asking customers to rate their satisfaction, often on a 1–5 or 1–10 scale.

Call Center Solutions Practice Test

Call Center Solutions Practice Test

Call Center Solutions Customer Service Skills 2