ZENDESK CUSTOMER LATEST
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
ANSWER ALL QUESTIONS IN THIS SECTION
QUESTION 1
Which of these is not a recommended way to listen to your customers more
effectively? - ANSWERS-Speed up your email writing tasks.
QUESTION 2
Which customer need is the most important to address? - ANSWERS-emotional
needs
Customers can still feel good when their emotional needs are met, even if their
rational needs are not.
QUESTION 3
END OF
PAGE
1
, ZENDESK CUSTOMER LATEST
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
A customer is feeling anxious about a technical issue. What is their likeliest
emotional need? - ANSWERS-relief
According to the Oxford English dictionary, relief is "a feeling of reassurance and
relaxation following release from anxiety."
QUESTION 4
What is the best way to tell a customer that you will follow-up with them by the
end of the day? - ANSWERS-I will call you by 5pm today.
Clear and specific time language can help you avoid misunderstandings.
QUESTION 5
END OF
PAGE
2
, ZENDESK CUSTOMER LATEST
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
What is not an important reason to uncover customer needs? - ANSWERS-
Uncovering needs helps you explain your policies and procedures.
Policies and procedures aren't of central importance. Uncovering customer needs
helps you better understand how you can serve each customer.
QUESTION 6
Which is the best choice when telling a customer that something will take between
two and four weeks? - ANSWERS-It may take up to four weeks.
QUESTION 7
END OF
PAGE
3
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
ANSWER ALL QUESTIONS IN THIS SECTION
QUESTION 1
Which of these is not a recommended way to listen to your customers more
effectively? - ANSWERS-Speed up your email writing tasks.
QUESTION 2
Which customer need is the most important to address? - ANSWERS-emotional
needs
Customers can still feel good when their emotional needs are met, even if their
rational needs are not.
QUESTION 3
END OF
PAGE
1
, ZENDESK CUSTOMER LATEST
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
A customer is feeling anxious about a technical issue. What is their likeliest
emotional need? - ANSWERS-relief
According to the Oxford English dictionary, relief is "a feeling of reassurance and
relaxation following release from anxiety."
QUESTION 4
What is the best way to tell a customer that you will follow-up with them by the
end of the day? - ANSWERS-I will call you by 5pm today.
Clear and specific time language can help you avoid misunderstandings.
QUESTION 5
END OF
PAGE
2
, ZENDESK CUSTOMER LATEST
SERVICE
PROFESSIONAL
CERTIFICATE:
CUSTOMER SERVICE
FOUNDATIONS
What is not an important reason to uncover customer needs? - ANSWERS-
Uncovering needs helps you explain your policies and procedures.
Policies and procedures aren't of central importance. Uncovering customer needs
helps you better understand how you can serve each customer.
QUESTION 6
Which is the best choice when telling a customer that something will take between
two and four weeks? - ANSWERS-It may take up to four weeks.
QUESTION 7
END OF
PAGE
3
