Customer Service
Representative Test 2024-
2025. Questions & Correct
Verified Answers. Already
Graded A
A customer calls because she is having trouble accessing the Internet.
The customer is angry that this incident keeps recurring and begins to
complain about the network team. What is your best way to respond to
the customer? – ANS Empathize with the customer before addressing
the incident.
A customer with an important presentation to give in one-hour is upset
because a document will not print. You ask the customer question about
the incident, but the customer keeps talking about what will happen if
the document is not available. What should you do to get the customer
to refocus on the incident? - ANScAllow the customer to vent.
A serious incident has occurred. The solution team assigned to the
incident is unable to resolve it within the agreed-upon time frame. The
PG 1
, incident is escalated to the incident manager. What type of escalation is
this? – ANS Hierarchical Escalation
A talkative customer can result in extended call times. What is the best
practice for disengaging from a customer? – ANS Recap the customer's
actions.
An emotional hi-jack occurs when? – ANS There is a perceived threat,
whether it is real or imagined, from a situation or person. If a customer
ask, "How do I start this application?" what level is S/he at? – ANS
Conscious Incompetence
If a customer does some troubleshooting and even looks into
documentation before they call, what level are they? – ANS Unconscious
Competence
If the customer briefly describes his/her problem and then tells you
what the fix should be, what level is S/he at? – ANS Conscious
Competence
PG 2
Representative Test 2024-
2025. Questions & Correct
Verified Answers. Already
Graded A
A customer calls because she is having trouble accessing the Internet.
The customer is angry that this incident keeps recurring and begins to
complain about the network team. What is your best way to respond to
the customer? – ANS Empathize with the customer before addressing
the incident.
A customer with an important presentation to give in one-hour is upset
because a document will not print. You ask the customer question about
the incident, but the customer keeps talking about what will happen if
the document is not available. What should you do to get the customer
to refocus on the incident? - ANScAllow the customer to vent.
A serious incident has occurred. The solution team assigned to the
incident is unable to resolve it within the agreed-upon time frame. The
PG 1
, incident is escalated to the incident manager. What type of escalation is
this? – ANS Hierarchical Escalation
A talkative customer can result in extended call times. What is the best
practice for disengaging from a customer? – ANS Recap the customer's
actions.
An emotional hi-jack occurs when? – ANS There is a perceived threat,
whether it is real or imagined, from a situation or person. If a customer
ask, "How do I start this application?" what level is S/he at? – ANS
Conscious Incompetence
If a customer does some troubleshooting and even looks into
documentation before they call, what level are they? – ANS Unconscious
Competence
If the customer briefly describes his/her problem and then tells you
what the fix should be, what level is S/he at? – ANS Conscious
Competence
PG 2
