Customer Service Phone and Digital Etiquette

Question 1

What is the standard professional greeting when answering a customer service call?

Accepted Answer

Thank you for calling [Company Name], this is [Name], how may I help you?

Answer

Yeah, what's up?

Answer

Hello?

Answer

Please hold.

Question 2

What is 'Average Handle Time' (AHT) in a call center?

Accepted Answer

The average total time spent on a customer interaction including talk, hold, and after-call work

Answer

The time a customer waits in the queue

Answer

The time it takes to reach a supervisor

Answer

The average duration of supervisor calls

Question 3

When sending a customer service email, what is the ideal response time for a US business?

Accepted Answer

24 hours or less

Answer

5 business days

Answer

1 week

Answer

Only during business hours

Question 4

Which of the following is proper etiquette for customer service live chat?

Accepted Answer

Respond quickly, use complete sentences, and confirm the issue before solving it

Answer

Use abbreviations freely to save time

Answer

End the chat without warning when the issue is resolved

Answer

Use all caps for emphasis

Question 5

Why should a customer service rep avoid using filler words like 'um' and 'uh' excessively?

Accepted Answer

They undermine the rep's credibility and make communication less clear

Answer

They violate call recording laws

Answer

They increase call handle time significantly

Answer

They are considered unprofessional by most companies

Question 6

What does 'call wrap-up' or 'after-call work' (ACW) involve?

Accepted Answer

Documenting the interaction, updating records, and completing any follow-up tasks after the call ends

Answer

Saying goodbye to the customer

Answer

Transferring the customer to a survey

Answer

Sending the customer a confirmation email