Customer Service Cues Quiz

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Question: Imagine you’re a chat service agent and you're trying to help a customer cancel a subscription. Match examples of cues your customer might give you to the key categories they best demonstrate.

Mood cues = "You want me to go through it AGAIN?" Communication style cues = "I just need to know how to opt out and get a quick resolution to this." Mood cues = "You don't get the point" Product knowledge cues = "I know how to manage my subscription channels, but I’m getting an error message that indicates a problem on your end."

How can understanding your customer’s cues help in a service situation?

Instruction: Choose all options that best answer the question.

You’ll know how to transfer their call more quickly

You can demonstrate you are paying attention, which makes you more likely to earn their trust and appreciation (correct)

You can more easily stay on script no matter what they say

You can personalize your service strategy to fit the unique needs of that customer (correct)

What one statement demonstrates the most appropriate response to customer cues in a service interaction?

Instruction: Choose the option that best answers the question.

When dealing with a relationship-oriented person, respond by asking short yes-or-no questions

When interacting with a customer with high product knowledge, respond by acknowledging their knowledge and leveraging it to help them (correct)

Stay on the script no matter what happens

When dealing with an anxious customer, ignore the urge to acknowledge their feelings

As a CSR, what are strategies that can help you get the most from your customers’ cues?

Instruction: Choose all options that best answer the question.

<p>Try new and varied approaches so you can adapt to each customer</p> Signup and view all the answers

Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories.

Instruction: For each option, select the best answer choice.

<p>"I’m so glad you’re happy about this!" = Mood cues "You seem to understand a lot about this, but let’s go briefly through my process." = Cues demonstrating product or service knowledge "My day’s going pretty well, thanks for asking. How’s yours?" = Communication style cues "I understand you feel frustrated, I am a customer too." = Mood cues</p> Signup and view all the answers

Customer Service Cues Quiz

Podcast Beta

Questions and Answers

Question: Imagine you’re a chat service agent and you're trying to help a customer cancel a subscription. Match examples of cues your customer might give you to the key categories they best demonstrate.

How can understanding your customer’s cues help in a service situation?

Instruction: Choose all options that best answer the question.

What one statement demonstrates the most appropriate response to customer cues in a service interaction?

Instruction: Choose the option that best answers the question.

As a CSR, what are strategies that can help you get the most from your customers’ cues?

Instruction: Choose all options that best answer the question.

Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories.

Instruction: For each option, select the best answer choice.

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Gerçek Zamanlı Konuşma ve Yanıtlar

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Customer Service Cues Quiz

Podcast Beta

Questions and Answers

Question: Imagine you’re a chat service agent and you're trying to help a customer cancel a subscription. Match examples of cues your customer might give you to the key categories they best demonstrate.

How can understanding your customer’s cues help in a service situation? Instruction: Choose all options that best answer the question.

What one statement demonstrates the most appropriate response to customer cues in a service interaction? Instruction: Choose the option that best answers the question.

As a CSR, what are strategies that can help you get the most from your customers’ cues? Instruction: Choose all options that best answer the question.

Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories. Instruction: For each option, select the best answer choice.

More Quizzes Like This

Conversation AI Services Quiz

Customer Service Test Flashcards

Customer Service Chapter 2 Flashcards

Gerçek Zamanlı Konuşma ve Yanıtlar

How can understanding your customer’s cues help in a service situation?

Instruction: Choose all options that best answer the question.

What one statement demonstrates the most appropriate response to customer cues in a service interaction?

Instruction: Choose the option that best answers the question.

As a CSR, what are strategies that can help you get the most from your customers’ cues?

Instruction: Choose all options that best answer the question.

Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories.

Instruction: For each option, select the best answer choice.