Customer Care Trivia 2 — Questions and Answers
Question 1: Which metric measures the percentage of customer issues resolved on the very first contact?
- Average Handle Time
- First Contact Resolution (Correct answer)
- Net Promoter Score
- Customer Effort Score
Correct answer: First Contact Resolution
First Contact Resolution (FCR) tracks how often issues are fully resolved without a customer needing to follow up.
Question 2: A customer calls furious about a billing error that has persisted for three months. The best first step is to:
- Transfer them to billing immediately
- Acknowledge their frustration and apologize (Correct answer)
- Explain company policy on billing disputes
- Place them on hold to research the account
Correct answer: Acknowledge their frustration and apologize
Acknowledging emotions first de-escalates tension and makes the customer feel heard before problem-solving begins.
Question 3: What does the acronym 'SLA' stand for in a customer service context?
- Service Level Agreement (Correct answer)
- Standard Language Assessment
- Support Log Analysis
- System Liaison Authority
Correct answer: Service Level Agreement
An SLA (Service Level Agreement) defines expected response and resolution times between a provider and its customers.
Question 4: Which communication channel typically offers the highest customer satisfaction scores for complex issues?
- Live chat
- Phone/voice call (Correct answer)
- Social media DM
Correct answer: Phone/voice call
Voice calls allow real-time dialogue, tone cues, and faster problem-solving, which is preferred for complex or emotional issues.
Question 5: When documenting a customer interaction in a CRM, the most important principle is:
- Use technical jargon for precision
- Record only the resolution, not the issue
- Be accurate, concise, and objective (Correct answer)
- Copy the customer's exact wording verbatim
Correct answer: Be accurate, concise, and objective
Accurate, concise, and objective notes ensure any future agent can understand and continue the case without confusion.
Question 6: A customer demands to speak to 'the owner' because they are unhappy. If escalation is not warranted, the agent should:
- Immediately connect the customer to a manager
- Refuse and hang up
- Explain what they can personally do to resolve the issue (Correct answer)
- Tell the customer the owner is unavailable and end the call
Correct answer: Explain what they can personally do to resolve the issue
Offering a concrete personal solution demonstrates ownership and can satisfy the customer without unnecessary escalation.
Question 7: What is 'channel switching' in customer service?
- Routing a call to a different department
- A customer moving from one support channel to another during resolution (Correct answer)
- Changing an agent's communication style mid-call
- Upgrading a customer to premium support
Correct answer: A customer moving from one support channel to another during resolution
Channel switching occurs when a customer starts on chat, then moves to phone or email, often increasing friction and effort.
Customer Care Trivia 2
Which metric measures the percentage of customer issues resolved on the very first contact?