OSC Customer Service Skills

Question 1

What is the first step in handling a customer complaint professionally?

Accepted Answer

Listen actively and acknowledge the customer's concern without interrupting

Answer

Offer a discount immediately

Answer

Explain company policy to defend the organization

Answer

Transfer the call to a supervisor right away

Question 2

Empathy in customer service means:

Accepted Answer

Understanding and sharing the customer's feelings to respond with compassion

Answer

Agreeing with everything the customer says

Answer

Apologizing for company mistakes only

Answer

Giving the customer whatever they want

Question 3

When a customer asks a question you cannot answer, you should:

Accepted Answer

Acknowledge you don't know and connect them to someone who does

Answer

Make up a plausible answer

Answer

Tell them to look it up themselves

Answer

Ignore the question and redirect the conversation

Question 4

What does 'going the extra mile' in customer service typically mean?

Accepted Answer

Exceeding customer expectations by providing more than the minimum required

Answer

Working overtime on personal tasks

Answer

Driving to a customer's home

Answer

Charging extra for additional services

Question 5

The hold time during a phone call should be managed by:

Accepted Answer

Asking permission, explaining the reason, giving a time estimate, and checking back if longer

Answer

Placing the customer on hold with no explanation

Answer

Transferring immediately without explanation

Answer

Playing loud music while the customer waits

Question 6

A customer who is visibly upset should be addressed by:

Accepted Answer

Remaining calm, speaking slowly, and using a reassuring tone

Answer

Matching their energy and volume

Answer

Asking them to calm down abruptly

Answer

Ending the interaction and walking away