Which statement do you agree the most?

Change behavior in various ways to get the best outcome.

After talking, you realize that you won't be able to meet the client's needs. You then...

I pitch our product telling him pros/cons & help him decide

Which can have a negative impact while dealing with an angry customer?

Asking customer to come back when he is calm.

Which is not a sign of active listening?

Frequent correcting and interrupting customer

You have an urgent case but you lack the required information, what do you do?

Get more info & make the best decision based on it.

What does CRM stand for?

Customer Relationship Management

An old trader asks you for advice. You tell her twice but she can't hear you. What do you do?

Say it thrice and try to communicate differently.

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Customer Service & Customer Experience Game

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A #Customer Service Game

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Questions 10

Answers

1
Which statement do you agree the most?
Change behavior in various ways to get the best outcome.
I'm calm & lenient so why should I bear with rude customers
Mirror behavior especially when customer is angry
I won't act like someone else because it's fake
2
After talking, you realize that you won't be able to meet the client's needs. You then...
I suggest a competitor's product that suits his needs
I pitch our product telling him pros/cons & help him decide
I answer the questions and do nothing else. CSRs will assist
Let him discover the mistake. Act shock when he finds out.
3
Providing awesome customer experience
Influences your customer loyalty
Makes happier customers
Sets you apart from the competition
All of the above
4
What is not Customer Experience
Believes in the org’s strong brand
Interaction between the org & customer is great for years
Experience matches exceeds expectation
Stagnation
5
Which can have a negative impact while dealing with an angry customer?
Explaining what the best solution available at that moment
Show compassion about the inconvenience encountered
Asking customer to come back when he is calm.
Allow customer to vent and calm down
6
Which is not a sign of active listening?
Asking questions and clarifying to show you understand
Frequent correcting and interrupting customer
Nodding
Using words like: I see and Go on
7
You have an urgent case but you lack the required information, what do you do?
I won't make a decision until I have all the necessary info
Make decision based on all the information I have
Trust my intuition & choose what I think is the best option
Get more info & make the best decision based on it.
8
What does CRM stand for?
Customer Retention Metric
Customer Rarely Matters
Chat Reactiveness metric
Customer Relationship Management
9
An old trader asks you for advice. You tell her twice but she can't hear you. What do you do?
Say it thrice and try to communicate differently.
Ask my colleague to help her instead
Say it thrice and give up
I tell her I have a meeting and need to go
10
As a trader, my progress should be evaluated based on
My experience
My manager's intuition
The money I bring in to the company
Customer Service Metrics

Customer Service & Customer Experience Game Flashcards | StudBud