FREE CSS Customer Handling Questions and Answers

A customer calls a banking center to report that the ATM fees on his account are incorrect. During the call, the call center computer system goes down, making it impossible to check the customer’s account. What should the call center associate do?

Apologize to the customer for the inconvenience, and suggest the customer use online banking instead

Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working

Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working

Apologize to the customer for the inconvenience, put the customer on hold, and hope that the computer system will be working soon.

Correct! Wrong!

Explanation:
In this situation, the call center associate should apologize to the customer for the inconvenience caused by the computer system going down. Since they are unable to check the customer's account at the moment, the associate should offer to call the customer back when the system is working. This ensures that the customer's issue will be addressed once the system is operational again, providing a solution to their problem and showing good customer service.

You are a holiday representative working in Greece. A young couple is on their honeymoon. They arrive at their chosen hotel on Saturday only to find that the honeymoon suite that had been booked overlooking the sea is no longer available and they will have to settle for a small room overlooking the gardens. They were looking forward to the rest and use of the spa. Your discussions with the hotel have indicated all rooms are booked until Thursday when the couple could move into the honeymoon suite. You meet with the distraught couple later that day and apologize profusely. What do you do?

Explain to the couple that they can have the honeymoon suite from Thursday and you will provide it free of charge.

Give the couple a complimentary dinner for two plus a bottle of champagne and reimburse the cost of the honeymoon suite.

Arrange for the couple to have a complimentary treatment each day at the hotel’s exclusive spa, and reimburse the cost of the honeymoon suite.

Arrange for the hotel to decorate the room with fresh flowers, fruit, and a complimentary bottle of wine each day, as well as reimburse the cost of the honeymoon suite.

Correct! Wrong!

Explanation:
Option b) offers immediate compensation to the couple for the inconvenience caused. It includes a gesture of goodwill in the form of a complimentary dinner and champagne to help salvage their honeymoon experience. Additionally, reimbursing the cost of the honeymoon suite acknowledges the hotel's error and provides financial compensation. This approach demonstrates empathy, proactive resolution, and a commitment to customer satisfaction.

You work for Simply Dessert, a manufacturer of top-of-the-range desserts for functions including weddings, bar mitzvahs, baptisms, anniversaries, and birthday parties. You aim to deliver the very best desserts to your customers. A new customer is arranging a surprise golden wedding anniversary for her parents and she has ordered in advance 12 large raspberry trifles. The trifles are to be delivered at 16:00. At 14:30 you check the trifles and you realize that two of the trifles are strawberry and not raspberry, though they look the same. There is too little time to make another two trifles. What do you do?

Contact the customer immediately and explain the problem, apologize, and say you will supply all 12 but only charge for 10 trifles.

Do nothing, believing the customer is unlikely to notice the difference between them, given that neither you nor your colleagues could and you don’t want to add to the customer’s anxiety.

Contact the customer immediately, apologize, and say you will supply 10 raspberry trifles and give 10% off her next order.

Contact the customer immediately, apologize explain the problem, and provide all 12 trifles free of charge.

Correct! Wrong!

Explanation:
The first option addresses the issue directly by informing the customer of the mistake, offering a solution, and providing compensation for the inconvenience caused. It demonstrates accountability, transparency, and a willingness to rectify the error while also ensuring customer satisfaction.

A customer arrives to pick up a stereo from the repair department. The customer states that the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After twenty minutes, the customer is angry. What should the associate do?

Refer the customer to a competitor.

Tell the customer you are sorry, the call was a mistake.

Apologize and offer to locate and then deliver the stereo.

Sell the customer a better new stereo at a reduced price.

Correct! Wrong!

Explanation:
The associate should apologize to the customer for the inconvenience and offer to locate the stereo and then deliver it to them. This shows empathy towards the customer's frustration and takes responsibility for the mistake made by the repair department. By offering to find and deliver the stereo, the associate is taking steps to rectify the situation and provide a satisfactory resolution for the customer.

You are working at the grocery store as a cashier. As you are finishing up with a customer and bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a BBQ he is going to have. You are almost done with his items, and you see there are people lined up behind him. You:

Say "That's great, sir. I have customers behind you and I need to start working."

Say nothing at all. You just ignore him and start to help the next customer.

Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.

Stop working and talk to him about his BBQ. You keep talking to him for several minutes.

Correct! Wrong!

Explanation:
The correct answer is to acknowledge the customer's conversation briefly and politely, while also considering the other customers waiting in line. By saying, "That sounds really fun. I hope everything turns out good for you. Have a great day" with a smile, you show that you are attentive and friendly, but also aware of your responsibilities as a cashier. This response strikes a balance between being courteous to the customer and maintaining efficiency in serving all customers in a timely manner.

A customer approaches you and says: “The service here is just horrible!” What would you say to her?

I am really sorry you feel that way. Would you like to get the manager so that you can talk to him?

I understand your frustration; this is an unexpectedly busy hour. We are doing our best.

I am sorry to hear that. What is it about the service that disappointed you today?

I am sorry to hear that you had a bad experience today. I hope your next visit will be more pleasant.

Correct! Wrong!

Explanation:
Option C acknowledges the customer's complaint and invites them to provide more information about their experience. This approach demonstrates empathy and a willingness to address the issue directly, which can help in resolving the customer's concerns effectively.

You supervise a group of customer service agents in a shop selling insurance policies. A potential customer enters the shop asking about a particular type of house insurance that is unique to your company. The customer is served by one of your long-standing agents who can be very temperamental. You hear the employee give the customer the wrong information about the home insurance. What do you do?

Explain to the agent once the customer has left the shop and get him to explain the misinformation in writing to the customer.

Interrupt the conversation and call the agent over to your desk, explain the misquote, and ask him to go back and apologize to the customer.

Explain to the agent once the customer has left the shop and get him to contact the customer by phone.

Go over and interrupt the conversation. Correct the agent at the risk of embarrassing him in front of the customer and apologize to the customer yourself for the misquote.

Correct! Wrong!

Explanation:
This option addresses the issue directly and immediately by correcting the misinformation and ensuring that the customer receives accurate information. It also maintains professionalism and integrity by addressing the mistake discreetly rather than embarrassing the agent in front of the customer.

Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her sick son at home. She asks you a few questions about different medications are you are very helpful. She leaves and is thankful for all your help. You:

Say "bye" as she leaves.

Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs a refill on his prescription or any other medication.

Tell her you hope her son feels better

Hand her the medication and just walk away.

Correct! Wrong!

Explanation:
After the woman leaves the pharmacy, it would be appropriate to call the customer in a few days and ask her if her son is feeling better. This shows that you genuinely care about her son's well-being and are willing to follow up on his condition. Additionally, asking if she needs a refill on his prescription or any other medication demonstrates your willingness to provide further assistance and ensure that she has everything she needs for her son's recovery.

You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and asks for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:

Look at her in annoyance and say “What do you want?".

Just look at her, take her order, and walk away.

Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.

Ask her if she would like her usual order. You have a small conversation with her and every time after that.

Correct! Wrong!

Explanation:
The correct answer is to ask her if she would like her usual order and have a small conversation with her. This option shows respect and kindness towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in conversation with her. It also suggests that the employee values customer service and prioritizes building relationships with customers.

Later in the day at the grocery store, a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:

Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.

Say "Yeah that happens sometimes. I'll get the manager"

Say "I'm sure it’s not that bad, what do you want us to do?"

Say nothing. You just walk away and go get the manager.

Correct! Wrong!

Explanation:
The correct answer is to apologize to the customer and assure them that you will get the manager to help find a solution. This response shows empathy towards the customer's situation and a willingness to assist them. By involving the manager, the issue can be resolved promptly and to the customer's satisfaction.

You work alone on the glove counter of a department store. Your lunch break is between 12:30 and 13:00. You have agreed to meet your manager for lunch to resolve your poor performance issues. A customer arrives at your counter at 12:28 and wants you to show her your range of over 30 woolen gloves. What do you do?

Apologize to the customer and explain that you are just about to go to an important meeting, but if she would like to return at 13:00 you will be happy to assist her.

Apologize to the customer and explain that you are just about to go on your lunch break but ask one of the sales staff from the electrical department to assist the customer.

Get out all your woolen gloves for the customer ask her to help herself and explain that you will assist her when you return from lunch.

Cancel your lunch appointment with your manager and assist the customer.

Correct! Wrong!

Explanation:
Respecting the scheduled meeting with the manager is essential, especially if it pertains to resolving performance issues. Option a) demonstrates professionalism by prioritizing the meeting while still offering assistance to the customer at a convenient time. It acknowledges the customer's needs and ensures they receive attention without compromising other commitments.

FREE CSS Customer Service Skills Questions and Answers
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FREE CSS Customer Handling Questions and Answers

A customer calls a banking center to report that the ATM fees on his account are incorrect. During the call, the call center computer system goes down, making it impossible to check the customer’s account. What should the call center associate do?

A customer arrives to pick up a stereo from the repair department. The customer states that the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After twenty minutes, the customer is angry. What should the associate do?

A customer approaches you and says: “The service here is just horrible!” What would you say to her?

Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her sick son at home. She asks you a few questions about different medications are you are very helpful. She leaves and is thankful for all your help. You:

You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and asks for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:

Later in the day at the grocery store, a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:

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