Fiverr Customer Service Test Answers Top 10%
Once you have resolved a customer’s complaint, you should follow
it up with the customer after a few days.
Yes; it’s important to ensure they are
satisfied with the solution you offered.
How can you add the personal touch of a phone interaction to an email
exchange with a customer?
a and b
How would you deal with a customer who is unhappy because of their
own fault but insists that you solve the problem to their satisfaction?
Apologize for the inconvenience but tell them
that you are unable to help because that’s the company policy.
Consider the sentence given below and select the option that best
answers it.
When providing customer service, it is important to remember that
each customer is different and has to be treated differently.
Providing personalized service makes the
customer feel special and creates loyalty.
Which of the following are ways to build a great relationship with
a customer?
b and c
What is customer profiling?
Using a series of data points to place
customers into groups and tailoring their experience with your company
Why do customers feel the need of some control in working to
resolve an issue with a company?
It puts them in a positive mood and allows them
to help guide the resolution
What is a continuous improvement plan?
A predetermined plan to continually help the
employees keep themselves informed of the company's latest initiatives in order
ultimately to make themselves better at customer service
At which stage is it important for a business to keep track of
what its customers need?
Every stage
Which of the following would be the best way to offer customer
service online?
To make live chat with company representatives
available 24/7
Why would a company want to know the profitability and sales
history of customers?
It offers the company potential for directing
their marketing campaigns effectively on the basis of their buying habits.
What is the importance of customer-oriented goodwill?
It allows the management to measure how well
customer service is being performed
How do CRM(Customer Relationship Management) systems help in
sending a consistent message to customers?
Information can be distributed via the CRM
system for sending the same message to all the customers in the same group.
Which of the following are mistakes to avoid when communicating
with a customer over email?
a, b and c
Which of the following is a customer need?
Friendly customer service
Which of the following responses can have a negative impact on an
angry customer?
Asking the customer to come back when they have
calmed down.
What would be the two needs of a customer when visiting a theme
park?
Safety and Fun
What is meant by inflection?
The highs and lows of your voice, which let the
customer know how interested you are in talking to them
How should a customer service strategy plan be distributed to the
employees?
By emphasizing the management's commitment to
the plan at a company-wide meeting
Which of the following would a customer not expect from a customer
service agent?
Rudeness
Why is it important to have fast response times to customer
queries/complaints?
Both a and b.
The costs of failing to meet a customer’s needs include:
All of the above.
What approach should a firm take when they need to say 'no' to a
customer?
Do not say 'no', but offer alternative
solutions
How important is it for the top management to be involved in
Creating Customer Service Strategy?
Very important – The top management has to be
committed to it and offer the maximum support.
How important is the tone of voice when talking to someone on the
phone?
Extremely important
How should a customer service representative determine what
avenues to pursue to make a customer happy?
Follow a standard company protocol.
What is meant by "data mining"?
Sifting through vast amounts of data by
focusing on specific attributes
What does a customer with a problem expect from a customer service
representative?
Understanding and empathy
Which of the subsequent would be the most effective thanks to offer customer service online?
To make live chat with company representatives
available 24/7
All of the subsequent are essential elements of meeting customer expectations EXCEPT:
Company profitability
What would be the 2 needs of a
customer when visiting a subject park?
Safety and Fun
What is meant by inflection?
The highs and lows of your voice, which let the
customer know the way interested you're in reproof them
How should a customer service
strategy plan be distributed to the employees?
By emphasizing the management's commitment to
the plan at a company-wide meeting
Which of the subsequent would a
customer not expect from a customer service agent?
Rudeness
Why is it important to possess fast response times to customer queries/complaints?
Both 1 and 2
Which of the subsequent are
mistakes to avoid when communicating with a customer over email?
1 2 and 3
0 Comments