Gaining and maintaining your customer’s trust is a crucial component to happy, loyal customers. But it isn’t always easy. So let’s mix it up today and test your skills with a quiz!

For each statement below, select the option that best describes your approach to customer service. The answers are found at the bottom.

1. You can’t trust customer opinions posted online, in surveys, email, or social media.

a) True
b) False

 2. My job is complete when I’ve met the customer’s expectations.

a) True
b) False

3.  Providing excellent customer service:

a) Encourages customer loyalty
b) Takes too much time and effort
c) Is something we should target to provide 95 percent of the time
d) Depends on the customer’s attitude and receptiveness to receiving support

4.  My team members are empowered to deliver exceptional customer service.

a) True
b) False

5.  You’re speaking with someone who has hearing loss. You’ve provided instructions twice, but they cannot hear you. What do you do?

a) Ask if there is someone there who can help.
b) Transfer the call to your manager.
c) Loudly tell them that you will email instructions and disconnect from the call.
d) Repeat the information a third time more loudly and slowly.

6.  I keep an eye out for issues and deal with them before they become problems.

a) True
b) False

7.  Which of these is a sign of active listening?

a) Frequently interrupting to seek clarification
b) Saying things like “I hear you” and “go on”
c) After the person has finished speaking, you repeat what they have said and ask, “Do I understand correctly?”
d) Nodding

8.  I am proud to represent my organization to customers.

a) True
b) False

9.  A customer needs immediate help, but you do not have all the necessary information. What do you do?

a) Ask a supervisor to get involved
b) Ask the customer more questions so you can provide a better answer
c) Using the information at hand to provide the best answer you can
d) Let the customer talk until they give you enough information to help them

10.  Your typing skills are like:

a) A chicken, I hunt and peck!
b) A cat, I’m all over the place and frequently press the wrong keys
c) A t-rex, I do my best typing on a mobile device
d) A cheetah, I’m a quick and decisive typist!

ANSWER KEY

1. A – False. You should actively be reviewing customer feedback from all sorts of channels. While people tend to share more negative information online, in surveys, and on social media, it’s still good information and can help you identify trends and problem areas. Thus, your customer service function can genuinely benefit by paying attention to your online reviews.

2. B – False. Your goal shouldn’t be to meet customer expectations but to exceed them! By the time your customer has reached you, they may have already experienced mounting problems and could be rethinking their decision to do business with your company. Your goal should be to exceed expectations every time to build loyal customers.

3. A – Providing excellent customer service encourages loyalty. It does take time and effort to cultivate, but it is time well spent. We should target to provide excellent service 100 percent of the time! Your customer’s attitude and receptiveness should not impact your ability to assist. Instead, use this information to guide your efforts.

4. True – Ensure your customer service team has the tools they need to provide exceptional service. Companies best known for their service create opportunities for their staff to exceed expectations. You can do this by identifying frequent requests that get pushed up to a supervisor. Eliminate the need to ask a supervisor and empower your employees to use their judgment.

5. D – Repeat the information one last time loudly and slowly. If they still cannot hear, ask if there’s a problem with the connection and suggest that you disconnect and call them back.  

6. A – True. It’s easier to fix issues before they become problems. A proactive approach will help your customer service function anticipate your customers’ needs and find solutions before the issue is raised.

7. C – A sign of active listening is the ability to repeat back what was said. Active listening is required for understanding. Nodding and affirming, “I hear you,” are good signals of an engaged listener but don’t necessarily mean you understand. There’s arguably nothing more annoying than someone who constantly interrupts you.

8.  True – You should be proud to represent your organization. If you have any hesitancy in this area, it’s time to look at what is causing concern. Is it policy-related? Is it the approach? Identify where you’re feeling uncomfortable and look for ways to resolve.  

9. B – Ask the customer targeted questions to help you understand the issue. Don’t let a customer aimlessly ramble, and don’t just take a guess. If you provide wrong information, this will result in one upset customer!

10. D – You should aspire to a typing speed of 45 words per minute or faster. If your skills aren’t where they need to be, take free typing classes to improve your speed. Then, keep up with your customers with fast typing skills to match!