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Customer Service Week Trivia Flashcards | StudBud
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Customer Service Week Trivia
Customer Service Week Trivia
19 terms
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StudBud Administration
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75 plays
Test your knowledge and discover the importance of customer service
Flashcards
19 cards
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Practice quiz
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Questions
19
Answers
1
What should you do if a customer asks a question you
really
don’t know the answer to? (2 correct answers)
Say, “Let me look into that for you and get back to you shortly.”
Make up something on the spot, they’ll never know!
Say, “Great question! Let me find the right expert to assist.”
Stall by repeating their question with, “Hmm… interesting… good question…”
2
How many customers have said, “This is the worst service I’ve ever experienced!” when it's clearly not?
Every customer who didn’t get their way
Only 20%—the ones who were really, really mad
No one. People are always reasonable
50%, but they’re probably exaggerating
3
What shoud you do first if a customer asks to speak to your manager? (2 answers)
Escalate the issue to your manager
Hang up
Calmly make attempts to de-escalate
Hand them a mirror and say "You're the boss today!"
4
What should you do if a customer keeps interrupting you during a call?
Start speaking in short, fast bursts so you can get a word in.
Let them finish, then calmly address their concerns.
Interrupt them back, see how they like it!
Politely ask them to let you finish so you can help them better
5
What’s a creative way to keep a customer from hanging up when they’ve been on hold too long?
Offer an automatic 10% discount if they stay on the line
Sing to them. Everyone loves on-hold karaoke!
Keep them updated on their queue position every minute
Play fun trivia or jokes while they wait
6
What’s the biggest myth about customer service?
“Free shipping solves everything.”
“You can fix every problem with a good apology.”
“The customer is always right.”
“Angry customers are the hardest to please.”
7
In a 2021 survey, what percentage of customers would rather visit the dentist than contact customer service?
50%
25%
33%
100%
8
What is the main goal of customer service?
Management
Marketing
Sales
Support
9
What’s the most common thing customers say when their issue has been resolved?
“I’m still not happy, but fine.”
“You’re the best, I’ll tell all my friends!”
“Wow, that was fast! Thanks!”
Nothing—they just hang up.
10
When is Customer Service Week celebrated?
October
December
January
July
11
What year did the first
customer service call center
open?
1876 (Right after the telephone was invented)
1965 (People were probably calling to complain about black-and-white TV!)
1993 (Shortly before the dawn of the internet)
1989 (When call waiting became a thing)
12
In customer service, what does “going above and beyond” typically mean? (2 correct answers)
Actually solving their problem when no one else could.
Doing exactly what the customer asked for and then some.
Offering a refund and a coupon for free coffee.
Delivering a unicorn to their door with their next order.
13
In what year did the U.S. Congress officially recognize
Customer Service Week
?
2005
1972
1985
1992
14
Which of these “customer service” jobs did not exist before call centers?
Messenger pigeons delivering customer feedback
Complaints clerks who handled customer gripes via letters
In-store complaint books (yes,you had to write your complaints in a book!)
Dedicated “gripe stations” at train depots for travelers
15
What do you call a customer who only ever calls to complain, no matter what?
An irrate irritant
A walking compliant
A sad sob
A “frequent flyer” of the complaint department
16
Which company is credited with popularizing the phrase “The customer is always right”? (2 correct answers)
McDonald's (They make everything fast, including solutions)
Macy’s (They’ve been around forever, right?)
Marshall Field’s (A Chicago department store)
Selfridges (A fancy UK store that wanted to avoid angry customers)
17
In 2020, customers searched "How to talk to a human" more than ever in the "Help" section?
False
True
18
Which tool is used for customer feedback?
Chat
Phone
Survey
Email
19
If a customer types in all caps in a chat, what does that mean?
They’re really angry and want to be heard
Their caps lock key is broken
They want to make sure you know who’s boss
They’re just excited
