Customer Care Trivia 3

Question 1

The 'LAST' technique in customer service stands for Listen, Apologize, Solve, and:

Accepted Answer

Thank

Answer

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'?

Accepted Answer

Anticipating customer needs before they contact support

Answer

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:

Accepted Answer

Reply publicly with empathy and invite them to contact privately

Answer

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?

Accepted Answer

Collect actionable feedback to improve service quality

Answer

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:

Accepted Answer

Take personal responsibility until the issue is fully resolved

Answer

Problem ownership means the agent commits to seeing the issue through to resolution, even if other teams are involved.

Customer Care Practice Test