FREE CSS Customer Service Skills Questions and Answers

Question 1

What are the 3 elements of customer service?

Accepted Answer

Professionalism

Answer

Practice

Answer

Politeness

Question 2

Customers who complain:

Accepted Answer

Are doing you a service in identifying what isn’t working in your business or organization.

Answer

Had unhappy childhoods

Answer

Are genetically predisposed to be sourpusses

Answer

Have trouble in their primary relationships

Question 3

CRM stands for:

Accepted Answer

Customer Relationship Management

Answer

Customers Rarely Matter

Answer

Can’t Remember Much

Answer

Communicating Random Meaning

Question 4

Customers who complain want_______:

Accepted Answer

To be heard and have their experience validated

Answer

Something for nothing

Answer

To vent for the sport of it

Answer

To be made majority shareholders in the company

Question 5

Customer Service departments ________:

Accepted Answer

Are leaders in understanding customer behavior patterns and market research

Answer

Are the afterthought that cleans up messes other departments cause

Answer

Build customer loyalty

Answer

All of the above

Question 6

For a company to be considered service-oriented:

Accepted Answer

Customer service must be addressed by all departments

Answer

It must mention customer service in its mission statement.

Answer

At least 18.3% of its employees must work in the customer service department

Answer

Its managers must at one time have been CSRs

Question 7

Customer care is _______:

Accepted Answer

A philosophy wherein the customer is wrapped in service even before a problem arises

Answer

A managed care medical program for customers

Answer

A nifty alliterative phrase that looks good in company brochures

Answer

A new program where customers care for themselves

Question 8

Customer Service Culture is _____:

Accepted Answer

An environment where customer service permeates the thinking of the entire company.

Answer

A new form of yogurt where the lid removes itself for you

Answer

The behavior being analyzed in a Petrie dish for contagions

Answer

A mythical civilization in which everyone smiles and welcomes you when they meet

Question 9

Because Customer Service is a complex and demanding field, it requires the successful CSS to possess which of the following traits:

Accepted Answer

Intelligence

Answer

Stunning good looks

Answer

Certified tech skills

Answer

Poor judgment

Question 10

If we display traits of honesty and candor, we are demonstrating the concept of:

Accepted Answer

Integrity

Answer

Fairness

Answer

Diligence

Answer

Incompetence