Ethics and Professional Conduct Flashcards
7 cards from real NCSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Ethics and Professional Conduct flashcards as text
A customer reveals personal financial hardship while explaining why they cannot pay their bill on time. What is the most ethical response?
Answer: Use the information only to assist the customer and keep it confidential
Customer information shared in confidence must be used solely to help that customer and kept private.
Which behavior best demonstrates integrity in customer service?
Answer: Admitting a mistake and explaining what steps will be taken to correct it
Integrity requires honesty about mistakes and a clear commitment to making things right.
A representative discovers that a colleague is routinely giving unauthorized discounts to friends. The ethical action is to:
Answer: Report the behavior through the appropriate internal channel
Reporting policy violations through proper channels upholds organizational ethics and fairness.
Which statement best describes the principle of non-discrimination in customer service?
Answer: Offer consistent, respectful service regardless of a customer's background or identity
Non-discrimination requires equal, respectful treatment for every customer regardless of personal characteristics.
A customer asks a service representative to falsify records to support their warranty claim. The representative should:
Answer: Refuse and explain that accurate records are required by company policy and law
Falsifying records is unethical and illegal; the representative must refuse and explain why.
What does 'conflict of interest' mean in a customer service context?
Answer: When a personal interest could inappropriately influence a professional decision
A conflict of interest arises when personal gain or relationships could compromise objective, fair service.
A representative overhears a customer's credit card number during a call. What is the ethical handling of this information?
Answer: Discard or secure it immediately and never record it outside required systems
Payment card data must be handled strictly within secure, authorized systems and never retained unnecessarily.