Customer Service Quiz Template

ШАБЛОН16 вопросов/17 слайдов

Test your customer service skills and deepen your team's knowledge. Customize this template and include questions based on your company's focus and products.

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What is the Net Promoter Score (NPS) mainly used to measure?

  • Customer Satisfaction
  • Customer Retention
  • Customer Loyalty
  • Customer Acquisition

In CRM systems, what does the term 'contact' typically refer to?

  • Customer Record
  • Support Ticket
  • Single Interaction
  • Potential Lead

Which term describes a customer service approach where interactions are fully recorded for later analysis?

  • Real-time Monitoring
  • Post-interaction Analytics
  • Interaction Recording
  • Customer Feedback Loop

What is meant by ‘First Contact Resolution’ (FCR) in support?

  • Resolving within the first hour
  • Resolving on the first interaction
  • Automatic resolution
  • Handing off to a senior agent

In customer service, what is meant by 'Empathy Statement'?

  • Expressing regret
  • Offering a solution
  • Understanding customer emotions
  • Addressing the issue

Which metric is essential for measuring the efficiency of a customer service team?

  • Customer Satisfaction Score (CSAT)
  • Average Resolution Time
  • Employee Turnover
  • Net Promoter Score

What is a ‘Service Level Agreement’ (SLA) in customer service?

  • Promises resolution within 60 minutes
  • Detailed contract with the customer
  • Defined level of service between provider and recipient
  • Customer feedback mechanism

Which tool best helps in identifying the root causes of customer complaints?

  • Sentiment Analysis
  • Pareto Chart
  • Customer Journey Mapping
  • Fishbone Diagram

What does 'Voice of the Customer' (VoC) refer to in customer service?

  • Customer Survey Results
  • Customer Feedback and Preferences
  • Customer Care Team
  • Phone Support

Which CRM feature helps in tracking customer interactions across various channels?

  • Omnichannel Support
  • Single Channel Analytics
  • Service Desk Function
  • Issue Escalation System

Which method is most effective for resolving complex customer issues?

  • First Call Resolution
  • Escalation to Tier 2
  • Automation
  • Live Chat

In CX, what does the term ‘milestones’ refer to?

  • Resolution Points
  • Customer Feedback Instances
  • Key Stages in Customer Journey
  • Escalation Points

What is the main focus of a customer success team?

  • Handling technical issues
  • Upselling products
  • Ensuring customer satisfaction and goal achievement
  • Managing logistics

What does the term 'ticket deflection' mean in support?

  • Redirecting issues to another team
  • Avoiding ticket creation by providing self-service options
  • Automatic ticket resolution
  • Prioritizing important tickets

Which approach involves customers performing basic troubleshooting steps before contacting support?

  • Tiered Support
  • Self-Service Support
  • Empathetic Support
  • Proactive Support

What does a ‘Churn Rate’ analyze in the context of customer service?

  • New Customer Acquisition
  • Customer Retention
  • Frequency of Service Issues
  • Customer Complaints Resolution