FREE CSS Customer Handling Questions and Answers

Question 1

You supervise a group of customer service agents in a shop selling insurance policies.
A potential customer enters the shop asking about a particular type of house insurance that is unique to your company.
The customer is served by one of your long-standing agents who can be very temperamental.
You hear the employee give the customer the wrong information about the home insurance.
What do you do?

Accepted Answer

Interrupt the conversation and call the agent over to your desk, explain the misquote, and ask him to go back and apologize to the customer.

Answer

Explain to the agent once the customer has left the shop and get him to explain the misinformation in writing to the customer.

Answer

Explain to the agent once the customer has left the shop and get him to contact the customer by phone.

Answer

Go over and interrupt the conversation. Correct the agent at the risk of embarrassing him in front of the customer and apologize to the customer yourself for the misquote.

Question 2

You work for Simply Dessert, a manufacturer of top-of-the-range desserts for functions including weddings, bar mitzvahs, baptisms, anniversaries, and birthday parties. You aim to deliver the very best desserts to your customers. A new customer is arranging a surprise golden wedding anniversary for her parents and she has ordered in advance 12 large raspberry trifles. The trifles are to be delivered at 16:00. At 14:30 you check the trifles and you realize that two of the trifles are strawberry and not raspberry, though they look the same. There is too little time to make another two trifles. What do you do?

Accepted Answer

Contact the customer immediately and explain the problem, apologize, and say you will supply all 12 but only charge for 10 trifles.

Answer

Do nothing, believing the customer is unlikely to notice the difference between them, given that neither you nor your colleagues could and you don’t want to add to the customer’s anxiety.

Answer

Contact the customer immediately, apologize, and say you will supply 10 raspberry trifles and give 10% off her next order.

Answer

Contact the customer immediately, apologize explain the problem, and provide all 12 trifles free of charge.

Question 3

You are a holiday representative working in Greece. A young couple is on their honeymoon. They arrive at their chosen hotel on Saturday only to find that the honeymoon suite that had been booked overlooking the sea is no longer available and they will have to settle for a small room overlooking the gardens. They were looking forward to the rest and use of the spa. Your discussions with the hotel have indicated all rooms are booked until Thursday when the couple could move into the honeymoon suite. You meet with the distraught couple later that day and apologize profusely. What do you do?

Accepted Answer

Give the couple a complimentary dinner for two plus a bottle of champagne and reimburse the cost of the honeymoon suite.

Answer

Explain to the couple that they can have the honeymoon suite from Thursday and you will provide it free of charge.

Answer

Arrange for the couple to have a complimentary treatment each day at the hotel’s exclusive spa, and reimburse the cost of the honeymoon suite.

Answer

Arrange for the hotel to decorate the room with fresh flowers, fruit, and a complimentary bottle of wine each day, as well as reimburse the cost of the honeymoon suite.

Question 4

A customer approaches you and says: “The service here is just horrible!” What would you say to her?

Accepted Answer

I am sorry to hear that. What is it about the service that disappointed you today?

Answer

I am really sorry you feel that way. Would you like to get the manager so that you can talk to him?

Answer

I understand your frustration; this is an unexpectedly busy hour. We are doing our best.

Answer

I am sorry to hear that you had a bad experience today. I hope your next visit will be more pleasant.

Question 5

You work alone on the glove counter of a department store. Your lunch break is between 12:30 and 13:00. You have agreed to meet your manager for lunch to resolve your poor performance issues. A customer arrives at your counter at 12:28 and wants you to show her your range of over 30 woolen gloves. What do you do?

Accepted Answer

Apologize to the customer and explain that you are just about to go to an important meeting, but if she would like to return at 13:00 you will be happy to assist her.

Answer

Apologize to the customer and explain that you are just about to go on your lunch break but ask one of the sales staff from the electrical department to assist the customer.

Answer

Get out all your woolen gloves for the customer ask her to help herself and explain that you will assist her when you return from lunch.

Answer

Cancel your lunch appointment with your manager and assist the customer.

Question 6

You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and asks for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:

Accepted Answer

Ask her if she would like her usual order. You have a small conversation with her and every time after that.

Answer

Look at her in annoyance and say “What do you want?".

Answer

Just look at her, take her order, and walk away.

Answer

Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.

Question 7

Later in the day at the grocery store, a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:

Accepted Answer

Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.

Answer

Say "Yeah that happens sometimes. I'll get the manager"

Answer

Say "I'm sure it’s not that bad, what do you want us to do?"

Answer

Say nothing. You just walk away and go get the manager.

Question 8

You are working at the grocery store as a cashier. As you are finishing up with a customer and bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a BBQ he is going to have. You are almost done with his items, and you see there are people lined up behind him. You:

Accepted Answer

Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.

Answer

Say "That's great, sir. I have customers behind you and I need to start working."

Answer

Say nothing at all. You just ignore him and start to help the next customer.

Answer

Stop working and talk to him about his BBQ. You keep talking to him for several minutes.

Question 9

Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her sick son at home. She asks you a few questions about different medications are you are very helpful. She leaves and is thankful for all your help. You:

Accepted Answer

Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs a refill on his prescription or any other medication.

Answer

Say "bye" as she leaves.

Answer

Tell her you hope her son feels better

Answer

Hand her the medication and just walk away.

Question 10

A customer calls a banking center to report that the ATM fees on his account are incorrect.  During the call, the call center computer system goes down, making it impossible to check the customer’s account.  What should the call center associate do?

Accepted Answer

Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working

Answer

Apologize to the customer for the inconvenience, and suggest the customer use online banking instead

Answer

Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working

Answer

Apologize to the customer for the inconvenience, put the customer on hold, and hope that the computer system will be working soon.