Customer Care Trivia 4

Question 1

What does 'Average Handle Time' (AHT) include?

Accepted Answer

Talk time plus hold time plus after-call work

Answer

AHT equals total talk time + hold time + after-call work, giving a complete picture of the time spent per interaction.

Question 2

A customer is threatening legal action during a call. The agent's best response is to:

Accepted Answer

Remain calm, document the threat, and escalate per protocol

Answer

Staying calm, documenting accurately, and following escalation protocol protects both the customer and the company legally.

Question 3

Which of the following is an example of a 'soft skill' in customer service?

Accepted Answer

Empathy and patience

Answer

Soft skills like empathy and patience relate to interpersonal communication, while hard skills involve technical or procedural knowledge.

Question 4

What is the main risk of placing a customer on hold without explanation?

Accepted Answer

It can increase frustration and the perception of being ignored

Answer

Unexplained holds make customers feel abandoned and can escalate minor frustration into serious complaints.

Question 5

A 'closed-ended question' in customer service is best used to:

Accepted Answer

Confirm specific facts or obtain a yes/no answer

Answer

Closed-ended questions efficiently confirm specific details, such as 'Is your account number 12345?' requiring only yes or no.

Customer Care Practice Test