Certificate In BPO/Call Centre Operation

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1 / 30

Which of the following is an example of a customer service best practice?

Avoiding all contact with customers to minimize interactions.

Placing customers on hold indefinitely untilthey hang up.

Following up with customers to ensure their issues are resolved.

Denying service to customers who have made complaints.

2 / 30

Spoken courtesy on a telephone can __________ rewards we may not expect.

scatter

dissipate

lose

reap

3 / 30

How can customer service representatives handle confidential customer information?

Share customer information with colleagues for better service collaboration

Store customer information in an unsecured location for easy access

Follow data protection guidelines and ensure customer privacy

Disclose customer information to third parties for marketing purposes

4 / 30

What is the role of feedback in improving customer service?

Ignoring customer feedback to maintain the status quo.

Implementing necessary changes based on customer feedback.

Discouraging customers from providing feedback to avoid criticism.

Dismissing all customer feedback as irrelevant.

5 / 30

What is the purpose of providing self-service options to customers?

Reduce the workload for customer service representatives.

Avoid any human interaction with customers.

Increase response and resolution times for issues.

Discourage customers from seeking support.

6 / 30

Which is the telephonic etiquette among following?

Identify yourself and thank them for contacting you.

Respond

Both A and B

None

7 / 30

Which communication channel is best suited for handling complex customer issues?

Phone calls

Live chat

Social media

8 / 30

Environmental barriers are the same as ______ noise.

physiological

psychological

physical

sociological

9 / 30

Which customer service metric measures the percentage of customer issues resolved during the first interaction?

Customer Satisfaction Score (CSAT)

First Response Time (FRT)

Net Promoter Score (NPS)

First Contact Resolution (FCR)

10 / 30

Exchange of ideas between two or more persons is?

Understanding

Telling

Communication

Speaking

11 / 30

What is the best approach to handle a customer who wants a refund for a non-refundable product?

Refuse the refund and end the conversation promptly.

Offer alternative products of equal value.

Explain the company’s refund policy and provide additional benefits or compensation.

Suggest the customer contacts their bank for chargeback assistance.

12 / 30

Which skill is crucial for effective written communication in customer service?

Using complex technical jargon to impress customers

Ignoring grammar and spelling errors for quicker responses

Using clear and concise language to convey information

Including personal opinions and biases in written responses

13 / 30

How can customer service representatives demonstrate professionalism?

Responding rudely and using offensive language.

Ignoring customer inquiries and complaints.

Maintaining a calm and respectful demeanour.

Sharing personal opinions and biases with customers.

14 / 30

Which skill is essential for active listening during customer interactions?

Interrupting customers to offer quick solutions

Asking multiple questions simultaneously

Responding promptly without understanding the issue

Focusing on the customer’s words and emotions

15 / 30

What does it mean to “under promise and overdeliver” in customer service?

Set low expectations and exceed them to impress customers

Make unrealistic promises to win customer loyalty

Avoid making any promises to customers

Provide subpar service to meet expectations

16 / 30

Which etiquette is needed to deal with upset or frustrated caller?

Remain composed

End well

Be precise and clear

Listen carefully

17 / 30

Which of the following is an example of proactive customer service?

Waiting for customers to contact support before offering assistance

Sending personalized follow-up emails after resolving customer issues

Placing customers on hold for extended periods of time

Providing limited support options on the company website

18 / 30

What is the primary goal of customer service?

Increase profits

Resolve customer complaints

Improve product quality

Provide exceptional service and support

19 / 30

______ is the first enemy of communication.

Noise

Clarity

Politeness

Completeness

20 / 30

What does CRM stand for in the context of customer service?

Customer Relationship Management

Customer Retention Method

Customer Response Model

Customer Resolution Mechanism

21 / 30

The study of how human beings communicate through their use of time is known as __________.

Kinesics

Proxemics

Chronemics

paralinguistics

22 / 30

The person who transmits the message is called the ____ or

Sender

Gives

Taker

Receiver

23 / 30

To do one thing at a time is called as __________.

Polychronic

Both A and B

None

Monochronic

24 / 30

How can customer service representatives display empathy towards customers?

Ignore or downplay customer emotions

Offer sincere apologies for any inconveniences

Blame the customer for the issues they are facing

Provide robotic and scripted responses

25 / 30

What is the purpose of establishing service level targets in customer service?

Increase the workload for customer service representatives.

Set expectations for response and resolution times.

Encourage customers to request additional services.

Restrict customer access to support channels.

26 / 30

Which customer service metric measures the time taken to resolve a customer issue?

Average Handle Time (AHT)

First Response Time (FRT)

Customer Satisfaction Score (CSAT)

Customer Effort Score (CES)

27 / 30

What is the term used for measuring customer satisfaction after an interaction with customer service?

Customer Loyalty Index (CLI)

Customer Effort Score (CES)

Net Promoter Score (NPS)

Customer Happiness Quotient (CHQ)

28 / 30

Which of these must be avoided for effective communication?

Sharing of activity

Listening

Ambiguity

Politeness

29 / 30

Which of the following is an example of an open-ended question?

“Is there anything else I can help you with?”

“Can you provide more details about the issue you’re facing?”

“Would you like to speak with a supervisor?”

“Have you tried restarting your device?”

30 / 30

What does it mean to provide a “warm transfer” in customer service?

Transfer the customer to a different department without notice

Transfer the customer to a supervisor for complaint resolution

Provide a smooth and seamless transfer to another representative

Transfer the customer to an automated self-service system

Exit