Customer Service Skills Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service Skills flashcards as text
What is 'de-escalation' in a call center context?
Answer: Techniques used to calm an upset customer and reduce tension during a call
De-escalation involves using calm tone, empathy, active listening, and solution-focused language to reduce a customer's anger or frustration.
What is meant by 'tone of voice' in call center training?
Answer: The emotional quality and delivery of speech that conveys attitude and intent
Tone of voice encompasses the warmth, confidence, and empathy conveyed through speech delivery, which significantly impacts customer perception on phone calls.
Which type of customer service goes beyond solving the immediate issue to anticipate future customer needs?
Answer: Proactive service
Proactive customer service involves identifying and addressing potential issues or needs before the customer contacts the company, improving satisfaction and reducing call volume.
What is the 'hold protocol' best practice in call centers?
Answer: Asking permission before placing a customer on hold and providing a time estimate
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.
What does 'CSAT' stand for and what does it measure?
Answer: Customer Satisfaction — measures how happy customers are after an interaction
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.
What is 'call avoidance' behavior in agents and why is it problematic?
Answer: When agents use tactics to avoid taking calls, reducing productivity and service quality
Call avoidance refers to agents intentionally prolonging ACW, staying in unavailable status, or using other tactics to avoid receiving calls, which harms service level and team morale.