FREE Customer Care Recruitment Question and Answers

Question 1

You hear your boss providing a client the name of a contact person for information.
You are aware that this person is no longer the best source for this information.
The client is still present at the office.
What should you do?

Accepted Answer

Give the person your boss's correct name and say that he was unaware that another person was in charge of providing the information.

Answer

Quickly take your boss aside and provide the correct name

Answer

Do not get involved in the situation

Answer

Wait for the client to leave before giving your boss the right name.

Question 2

Assume you are answering the phone for a coworker who is currently out of the office. The LEAST significant item to include on the message is the

Accepted Answer

Length of the call

Answer

Name of the caller

Answer

Telephone number of the caller

Answer

Time of the call

Question 3

You are listening to a story that is being told, but it is taking forever to get to the point. What do you do?

Accepted Answer

I let him/her finish the story, without interrupting

Answer

I let him/her finish the story without interrupting, but can't help glancing at my watch.

Answer

I interrupt by asking, "Does this story have a point?"

Answer

I ask him/her to get to the point of the story

Question 4

A customer comes up to you and vents his numerous grievances about your division. You should initially:

Accepted Answer

Check into the legitimacy of the complaints

Answer

Regard the complaints as accurate and take immediate steps to correct them

Answer

Ask for advice from your supervisor on the best way to handle the person

Answer

Assume that his is just blowing off steam and ignore his complaints

Question 5

A client submitted an application when they visited your office. She whines about the bureaucratic red tape that is delaying the approval of her application when you offer her more forms to fill out. How should you respond to the customer out of the following options?

Accepted Answer

Tell her the reasons why your office needs the information

Answer

Say that you cannot process her application until all the forms have been completed

Answer

Simply be patient with her

Answer

Suggest that she can contact her state legislators if she wants to change the law

Question 6

When a client enters the office, they inquire as to when they must submit their permit application. You are ignorant of the solution. Which of the following is ideal for you to do?

Accepted Answer

Inform the person that you don't know but will find out

Answer

Refer the person to your supervisor

Answer

Tell the person what you think the answer might be

Answer

Say that you are not allowed to give out that information to the public

Question 7

In terms of resolving disputes:

Accepted Answer

I prefer "give and take".

Answer

It's my way or the highway.

Answer

I usually give in and let the other person have his/her way

Answer

I try to push for a win on my part but if it is not in the cards I can accept a compromise.

You hear your boss providing a client the name of a contact person for information.You are aware that this person is no longer the best source for this information.The client is still present at the office.What should you do?

You hear your boss providing a client the name of a contact person for information.
You are aware that this person is no longer the best source for this information.
The client is still present at the office.
What should you do?