Take the Telephone Doctor I.Q. quizNancy Friedmancustomer service, phone etiquette, telemarketing
You may not have a lifeline or phone-a-friend, or even be able
to take two wrong answers away, but you will enjoy taking this fun,
simple quiz on customer service. As we all know, it's not rocket
science and of course, most of it is all common sense. However, we
also know that common sense isn't that common. So have fun, enjoy
the quiz and good luck!
1. "How can I help you?" belongs:
A. In the initial greeting
B. In the message-taking scenario
C. Nowhere. I'm not able to help anyone
2. When I'm not able to help a customer, I
should:
A. Tell them honestly, thank them for their business and hang
up
B. Give whatever information I can, right or wrong. Wrong
information is better than no information
C. Get help immediately and advise the person that help is on the
way
3. When I'm having a bad day, I should:
A. Not bother coming into work
B. Leave my troubles at the doorstep, like the song says
C. Tell all of my co-workers my troubles to get it off my back
4. Chewing gum at work is:
A. Okay
B. A bad breath refresher
C. Downright rude and obnoxious
5. A mirror at my desk will:
A. Keep my ego in check
B. Remind me to smile before I pick up the phone
C. Give me bad luck if it breaks
6. Basic customer service skills are important to me
because:
A. Everyone needs a refresher
B. I need a lot of help
C. I never learned any
7. Internal customer service means:
A. Be nice to others who come into my office
B. The customer is giving me a stomachache
C. Treating my co-workers as customers
8. When using voice mail and leaving a message, I
should:
A. Leave my phone number twice and slowly
B. Leave a good clean joke to keep them smiling
C. Not leave a messagejust call back until I reach them
9. Irate callers/customers are important to our company
because:
A. It's fun to handle those kinds of calls
B. At least we get a second chance to make it right
C. I finally get to yell back
10. Asking some questions of the customer
will:
A. Aggravate them
B. Show I'm interested in helping
C. Make me seem too nosy
The Telephone Doctor I.Q. quiz answers
1. Correct answer is B
Anything that comes after your name erases your name. And, during
initial greetings, your name is very important. You have answered
the phone to help them. It's a given. "How can I help you?" is best
used in a message-taking scenario.
2. Correct answer is C
Be sure you let the customer know that help is on the way. That's
the most important part.
3. Correct answer is B
We need to leave our troubles at the door. Arguments with a spouse
or a bad hair day are your problem. Telephone Doctor calls that
"emotional leakage"getting angry with Peter and taking it out on
Paul. It's not fair, not right and no fun for the caller.
4. Correct answer is C
There should never be gum at workever! End of subject! If you have
bad breath, use mouthwash.
5. Correct answer is B
The old Telephone Doctor adage, "Smile before you pick up the
phone," is the way to make every phone call or customer contact a
great one. Remember, it's hard to be rude when you're smiling.
6. Correct answer is A
Everyone can use a brush-up course. There's a great saying: "When
you're through learning, you're through." Never stop taking those
little basic skill lessons you're offered.
7. Correct answer is C
We need to treat both our co-workers and customers with the same
respect and courtesy. Remember, we are customers to each other. We
sure don't need any internal conflicts between co-workers and
departments.
8. Correct answer is A
Voice mail was meant to take an effective message. Give details and
speak conversationally so the person receiving the message will
enjoy it. Effective messages have concrete information: dates,
times, names and situations. Leave your phone number twice and
slowly. Make voice mail work for you, not against you.
9. Correct answer is B
Getting a second chance is golden. Irate callers, while certainly
unpleasant, can be the challenge of the day. And, they can be
satisfied.
10. Correct answer is B
Listening and questioning skills are very important to excellent
customer service.
Nancy Friedman is president of Telephone Doctor Customer
Service Training in St. Louis, Mo. and was a featured speaker at
the NAMB 2004 Annual Convention and Exposition in Salt Lake City.
For more information, call (314) 291-1012 or visit www.telephonedoctor.com.
