Customer Care

FREE Customer Care Recruitment Question and Answers

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

Name of the caller

Length of the call

Telephone number of the caller

Time of the call

Correct! Wrong!

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?

Tell her the reasons why your office needs the information

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

Simply be patient with her

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

Correct! Wrong!

In terms of resolving disputes:

I prefer "give and take".

It's my way or the highway.

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

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

Correct! Wrong!

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

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

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

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

Check into the legitimacy of the complaints

Correct! Wrong!

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?

Refer the person to your supervisor

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

Tell the person what you think the answer might be

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

Correct! Wrong!

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

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

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

I let him/her finish the story, without interrupting

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

Correct! Wrong!

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?

Quickly take your boss aside and provide the correct name

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

Do not get involved in the situation

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

Correct! Wrong!

FREE Customer Care Recruitment Question and Answers

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

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?

In terms of resolving disputes:

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

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?

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

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