Certificate In BPO/Call Centre Operation

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Certificate In BPO/Call Centre Operation

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

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

3 / 30

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

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Which of these must be avoided for effective communication?

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

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

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

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What is the role of feedback in improving customer service?

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How can customer service representatives handle confidential customer information?

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What is the primary goal of customer service?

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Which is the telephonic etiquette among following?

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Environmental barriers are the same as ______ noise.

13 / 30

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

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

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

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

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How can customer service representatives demonstrate professionalism?

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The person who transmits the message is called the ____ or

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How can customer service representatives display empathy towards customers?

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

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______ is the first enemy of communication.

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Which skill is essential for active listening during customer interactions?

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

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

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

26 / 30

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

27 / 30

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

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

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Exchange of ideas between two or more persons is?

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