Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How can a representative ensure a customer understands the terms of a loan during a call?

Which action should you take?

Choose only one option

Avoid asking questions to keep the call brief

Speak quickly to avoid confusion

Read from a script

Paraphrase important details and check for understanding

Question 2: How do you handle a situation where a customer insists that a product feature was included in their agreement, but it wasn't?

Which action should you take?

Choose only one option

Transfer the customer to another department to avoid confrontation

Politely explain the terms and conditions, and provide documentation

Agree with the customer to avoid further conflict

Apologize and promise to rectify the mistake

Question 3: A customer is repeatedly calling with the same issue, and the solution you've provided previously didn't resolve it. What's your next step?

Which action should you take?

Choose only one option

Reiterate the original solution and end the call

Reassess the situation, try a different approach, and follow up with a more detailed solution

Ask the customer to speak with someone else

Apologize again and suggest they call back later

Question 4: When dealing with an upset customer, how can you de-escalate the situation through communication?

Which action should you take?

Choose only one option

Interrupt the customer to ensure your point is made quickly

Apologize excessively without offering a solution

Avoid acknowledging the issue and stay focused on your message

Acknowledge the customer's feelings, offer solutions, and remain calm

Question 5: A customer complains about a charge they don't recognize, but the system shows it was from a service they subscribed to months ago. How do you handle it?

Which action should you take?

Choose only one option

Ask the customer to check their own records and get back to you

Offer a discount on future services to pacify the customer

Refund the amount and apologize for the inconvenience

Confirm the charge and offer an explanation of the subscription terms

Question 6: What is the primary goal when managing a conflict between a customer and a colleague over service quality?

Which action should you take?

Choose only one option

Address the issue objectively to find a resolution

Side with the customer to maintain goodwill

Avoid intervening as it's a team matter

Protect the reputation of the organization