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 'Net Promoter Score' (NPS) used to measure?
Answer: Customer loyalty and likelihood to recommend the company to others
NPS asks customers 'How likely are you to recommend us to a friend or colleague?' on a 0–10 scale and categorizes responses into Promoters, Passives, and Detractors.
Which skill is most important for a call center agent when handling a customer with a heavy accent or language barrier?
Answer: Patience, clear articulation, and using simple language with confirmation checks
Agents should speak at a moderate pace with clear articulation, use simple vocabulary, and frequently check for understanding rather than making assumptions.
What is the purpose of a 'call script' in a call center?
Answer: To provide agents with a structured guide for handling specific types of calls consistently
Call scripts provide agents with standardized language, key talking points, and compliance-required disclosures to ensure consistent, accurate, and professional customer interactions.
What does 'upselling' mean in a call center sales context?
Answer: Encouraging a customer to purchase a more expensive or upgraded product/service
Upselling involves suggesting a premium version, upgrade, or higher-value option to a customer during a service or sales interaction.
What is 'cross-selling' in call center sales?
Answer: Offering a related or complementary product/service alongside what the customer is already purchasing
Cross-selling means recommending additional products or services that complement the customer's current purchase or needs.
Which framework is commonly used to structure customer complaint resolution in US call centers?
Answer: LAST (Listen, Acknowledge, Solve, Thank)
The LAST framework guides agents to Listen to the complaint, Acknowledge the customer's feelings, Solve the problem, and Thank the customer for bringing it to attention.