Customer Care Trivia 2

Question 1

Which metric measures the percentage of customer issues resolved on the very first contact?

Accepted Answer

First Contact Resolution

Answer

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:

Accepted Answer

Acknowledge their frustration and apologize

Answer

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?

Accepted Answer

Service Level Agreement

Answer

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?

Accepted Answer

Phone/voice call

Answer

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:

Accepted Answer

Be accurate, concise, and objective

Answer

Accurate, concise, and objective notes ensure any future agent can understand and continue the case without confusion.

Customer Care Practice Test