Customer Service Phone and Digital Etiquette

Question 1

What is the standard professional greeting when answering a customer service call?

Accepted Answer

Thank you for calling [Company Name], this is [Name], how may I help you?

Answer

A professional greeting includes the company name, the rep's name, and an offer to help, immediately establishing a positive tone.

Question 2

What is 'Average Handle Time' (AHT) in a call center?

Accepted Answer

The average total time spent on a customer interaction including talk, hold, and after-call work

Answer

AHT measures the total time a rep spends on a customer interaction from start through any post-call documentation.

Question 3

When sending a customer service email, what is the ideal response time for a US business?

Accepted Answer

24 hours or less

Answer

Industry best practice in the US is to respond to customer emails within 24 hours to meet customer expectations for timely service.

Question 4

Which of the following is proper etiquette for customer service live chat?

Accepted Answer

Respond quickly, use complete sentences, and confirm the issue before solving it

Answer

Professional chat etiquette requires speed, clarity, full sentences, and confirming the issue to ensure the right problem is being solved.

Question 5

Why should a customer service rep avoid using filler words like 'um' and 'uh' excessively?

Accepted Answer

They undermine the rep's credibility and make communication less clear

Answer

Excessive filler words make a rep sound uncertain or unprepared, which erodes customer confidence in the information being provided.

Customer Service Practice Test