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Customer Service 1 - Customer Service
Foundations / Become a Customer Service
Specialist / LinkedIn Learning Pathway /
Questions & Certified Answers.
Which question is the best way to start a conversation with a face-to-face
customer? - Answer: What brings you in today?
This sort of open-ended question can encourage a customer to share more about
their underlying needs, so you can better help them.
Which customer need is the most important to address? - Answer: emotional
needs
Customers can still feel good when their emotional needs are met, even if their
rational needs are not.
Page 1 of 8
, Which of these is not a recommended way to serve your customers more
effectively? - Answer: Speed up your email writing tasks.
Responding to emails too quickly can often lead to mistakes, which generates
even more email!
What is the first step in meeting an upset customer's emotional needs? - Answer:
Let them vent.
Letting a customer vent allows the person to expend some of their negative
emotional energy, which usually makes them easier to serve.
Which is the best choice when telling a customer that something will take
between two and four weeks? - Answer: It may take up to four weeks.
Giving customers the latest expected date helps set expectations that are more
easily met.
What is the best way to tell a customer that you will follow-up with them by the
end of the day? - Answer: I will call you by 5pm today.
Clear and specific time language can help you avoid misunderstandings.
Proactively looking for opportunities to surprise and delight customers is called
_____. - Answer: the extra mile mindset
Many extra mile opportunities will go unnoticed unless you consistently think
about providing extra mile service.
Page 2 of 8
Customer Service 1 - Customer Service
Foundations / Become a Customer Service
Specialist / LinkedIn Learning Pathway /
Questions & Certified Answers.
Which question is the best way to start a conversation with a face-to-face
customer? - Answer: What brings you in today?
This sort of open-ended question can encourage a customer to share more about
their underlying needs, so you can better help them.
Which customer need is the most important to address? - Answer: emotional
needs
Customers can still feel good when their emotional needs are met, even if their
rational needs are not.
Page 1 of 8
, Which of these is not a recommended way to serve your customers more
effectively? - Answer: Speed up your email writing tasks.
Responding to emails too quickly can often lead to mistakes, which generates
even more email!
What is the first step in meeting an upset customer's emotional needs? - Answer:
Let them vent.
Letting a customer vent allows the person to expend some of their negative
emotional energy, which usually makes them easier to serve.
Which is the best choice when telling a customer that something will take
between two and four weeks? - Answer: It may take up to four weeks.
Giving customers the latest expected date helps set expectations that are more
easily met.
What is the best way to tell a customer that you will follow-up with them by the
end of the day? - Answer: I will call you by 5pm today.
Clear and specific time language can help you avoid misunderstandings.
Proactively looking for opportunities to surprise and delight customers is called
_____. - Answer: the extra mile mindset
Many extra mile opportunities will go unnoticed unless you consistently think
about providing extra mile service.
Page 2 of 8
