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

Active listening and acknowledgment make the customer feel heard, which de-escalates the situation before problem-solving begins.

Question 2

Empathy in customer service means:

Accepted Answer

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

Answer

Empathy involves genuinely understanding the customer's perspective and communicating that understanding to build trust.

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

Honest acknowledgment of knowledge limits paired with a quick escalation maintains trust and ensures the customer gets accurate help.

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

Going beyond expectations — such as following up after resolution — creates loyal customers and distinguishes excellent service.

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

Managing hold time with permission and regular check-ins respects the customer's time and prevents frustration.

OSC - Office Skills Certification Practice Test