Temps Test Customer Service 2

Question 1

A customer calls to complain that their order arrived damaged. What is the best first response?

Accepted Answer

Apologize and ask for details to resolve the issue

Answer

Apologizing and gathering information demonstrates empathy and begins the resolution process.

Question 2

Which behavior is an example of active listening?

Accepted Answer

Paraphrasing what the customer said to confirm understanding

Answer

Paraphrasing confirms you understood and shows the customer you were paying attention.

Question 3

A customer is frustrated and raises their voice. What should you do?

Accepted Answer

Stay calm, speak softly, and acknowledge their frustration

Answer

Staying calm and acknowledging frustration de-escalates tension and keeps the interaction productive.

Question 4

What does 'first call resolution' mean in customer service?

Accepted Answer

Resolving the issue before the customer calls back

Answer

First call resolution means solving the customer's problem during their initial contact without requiring follow-up.

Question 5

When a customer asks a question you don't know the answer to, you should:

Accepted Answer

Place them on hold, find the correct answer, then respond

Answer

Finding the correct answer before responding ensures accuracy and maintains customer trust.

Temps Practice Test