Customer Care Trivia 3 — Questions and Answers
Question 1: The 'LAST' technique in customer service stands for Listen, Apologize, Solve, and:
- Thank (Correct answer)
- Transfer
- Track
- Tell
Correct answer: Thank
The LAST technique ends with Thanking the customer, reinforcing a positive close to any complaint interaction.
Question 2: Which of the following best describes 'proactive customer service'?
- Responding quickly to incoming complaints
- Anticipating customer needs before they contact support (Correct answer)
- Offering discounts after a service failure
- Following up 24 hours after a resolved ticket
Correct answer: Anticipating customer needs before they contact support
Proactive service means identifying and addressing potential issues before the customer has to reach out.
Question 3: A customer leaves a one-star public review. The ideal company response is to:
- Ignore it to avoid drawing attention
- Reply publicly with empathy and invite them to contact privately (Correct answer)
- Dispute the review with the platform
- Offer a large discount publicly to silence the complaint
Correct answer: Reply publicly with empathy and invite them to contact privately
A public empathetic reply shows all readers the company cares, while moving details offline protects privacy and allows genuine resolution.
Question 4: What is the primary purpose of a post-interaction customer survey?
- Generate marketing leads
- Measure agent compliance with scripts
- Collect actionable feedback to improve service quality (Correct answer)
- Satisfy regulatory requirements
Correct answer: Collect actionable feedback to improve service quality
Post-interaction surveys capture the customer's real experience to identify pain points and improve processes and agent performance.
Question 5: An agent who 'owns the problem' means they:
- Take personal responsibility until the issue is fully resolved (Correct answer)
- Refuse to transfer the customer to anyone else
- Add the ticket to their personal workload queue
- Negotiate a settlement on behalf of the company
Correct answer: Take personal responsibility until the issue is fully resolved
Problem ownership means the agent commits to seeing the issue through to resolution, even if other teams are involved.
Question 6: Which practice is most effective for reducing repeat contacts on the same issue?
- Shorter call times
- Root cause resolution and clear follow-up instructions (Correct answer)
- Transferring to a specialist every time
- Issuing automatic refunds
Correct answer: Root cause resolution and clear follow-up instructions
Addressing the root cause and explaining next steps prevents customers from calling back about the same unresolved problem.
Question 7: In customer service, 'active listening' specifically requires an agent to:
- Stay silent until the customer finishes speaking
- Paraphrase and confirm understanding of what the customer said (Correct answer)
- Take notes while the customer speaks
- Agree with everything the customer says
Correct answer: Paraphrase and confirm understanding of what the customer said
Active listening means reflecting back the customer's words to confirm understanding, reducing miscommunication.
Customer Care Trivia 3
The 'LAST' technique in customer service stands for Listen, Apologize, Solve, and: