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Customer Service Refresher Activity

This document contains a customer service excellence refresher training for participants. It includes a multiple choice quiz on customer service best practices, such as listening to customers and addressing complaints calmly. It also includes a mini case study on handling an angry customer calling about an unfulfilled service promise. Participants are asked to role play their responses to different scenarios and share lessons from customer service training videos on providing great service and handling difficult customers. The goal is to improve customer satisfaction through applying excellent communication, problem solving and complaint resolution skills.

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Kavitha Alva
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175 views4 pages

Customer Service Refresher Activity

This document contains a customer service excellence refresher training for participants. It includes a multiple choice quiz on customer service best practices, such as listening to customers and addressing complaints calmly. It also includes a mini case study on handling an angry customer calling about an unfulfilled service promise. Participants are asked to role play their responses to different scenarios and share lessons from customer service training videos on providing great service and handling difficult customers. The goal is to improve customer satisfaction through applying excellent communication, problem solving and complaint resolution skills.

Uploaded by

Kavitha Alva
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Participant Name___________________________

Customer Service Excellence Refresher

Section I- Choose the correct answer


1. Customer Service Excellence training is all about 
1. Improvement of Business Process which support customer service
2. Setting service standards in the form of KPIs to improve customer service
3. You, your motivation and aggravating your eagerness to serve the customer
4. Knowing the best practices in customer service industry

2. Excellent customer service needs (Rank them according to priority)-(Ranks)


1. Product Knowledge …………………………………….
2. Motivation …………………………………….
3. Communication Skills …………………………………….
4. Readiness to Serve …………………………………….
5. Professionalism …………………………………….
6. Appreciation …………………………………….
7. Recognition …………………………………….
8. Reward …………………………………….
9. Confidence …………………………………….
10. Support from other departments …………………………………….

3. Differentiate between ‘Motivators’ (M) & ‘De-motivators’ (D) in customer service


1. Close Supervision ………………………………
2. Strict Key Performance Indicators (KPIs) ………………………………
3. Following the Script ………………………………
4. Performance Based Rewards ………………………………
5. Recording of calls for quality review ………………………………
6. Experience based promotions ………………………………
7. Survival of the fittest ………………………………
8. Continuous Service improvement plans ………………………………
9. Performance evaluation based on customer responses …………
Participant Name___________________________

4. Which two of the following is fundamental to good customer service?


1. Sincerity
2. Empathy
3. Resilience
4. Cognitive Skills
5. Courtesy

5. Which of the following act of Customer Service Executive dissatisfies the customer most?
1. Frequent questioning while customer is telling his side of story
2. Pre conceiving the questions and start suggesting solutions
3. Asking customer to cut the story short and come to point
4. Complete silence with no response while the customer is speaking

6. Best way to understand and give a relevant reply to customer is


1. Listen carefully and repeat what customer has said for clarity
2. Ask customer some relevant question to show your interest as well as for clarity
3. Taking notes simultaneously for remembering all important points
4. Listen the customer query, not it down, break into parts and repeat it to customer by segregating
his query in parts and suggesting solutions accordingly.

7. The best way to measure your efficiency on Customer Service Excellence is:
1. Number of Customer Complaints Resolved
2. Customer feedback surveys over CSE Performance
3. Number of customers entertained over a period of time
4. CSE experience of handling customers

8. The best technique to avoid an awkward situation with an angry abusing customer is
1. Offence is the best defense, so get offensive
2. Come in ‘Computer Mode’, stay emotionless but let him say what he wants to
3. Stay calm, defensive and absorbent as ‘Customer is our boss, our boss’s boss and company’s
CEO’s boss as well’, don’t resist don’t retaliate
4. Find out his weaknesses and lies he said during his conversations and use them against
customer under a rapid fine round.
Participant Name___________________________

9. The science of customer service revolves around


1. Customer
2. Business Processes
3. You
4. Value which they expects from product/services

10. Which of the following statement can help in defusing an angry abusing customer?
1. “ So you are saying that”……………………..
2. “How can you say this to me when I am trying to help you out”
3. “I apologizes for your distress and inconvenience and can feel your situation”….
“I think what you are saying is bit justified I would appreciate if you stay calm and tell me the
entire situation”….

***************************

Section II-Customer Service - Mini Case Study

Here is a typical scenario you could often find yourself in.


A customer is on the phone asking you why the service promised on his consignment is not being given.
Combined with the problem statement, other problems could arise too.
Let’s take up each possibility one by one and see how you would respond and how you can solve it. Use
dialogues you will say assertively if required (Please note, respond to the problem-don’t challenge saying
this can never happen)
Case 1: You have no idea what the customer is talking about

Case 2: You know what has gone wrong

Case 3: Customer is Angry

Case 4: Customer is Threatening Legal Action


Participant Name___________________________

Section III- Movie Time

Watch the below videos and share your biggest learning and how will you use it at Dachser and hence
what part of your service would this impact

1. Poor vs Great Customer Service - YouTube

2. Customer Service Training Video | So Help Me Employee Version - YouTube

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