Online Access Free CSFX Exam Questions

Chronic Complainers are referred to in customer service as:

• A.Groups of customers who complain about the same thing.
• B.Work colleagues who constantly complain.
• C.Customers who repeatedly complain about service.
• D.A customer who will complain immediately something goes wrong.

Good time management recommends that if you are busy and someone rings you then you should:

• A.Answer the phone and ask them to ring you later at a more convenient time.
• B.Ignore the phone call and let it ring.
• C.Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
• D.Answer the call and deal with it, as you know you will eventually have to deal with it.

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

• A.Benchmarking.
• B.Standardising.
• C.Contrasting services.
• D.Comparing.

Face-to-face communication is the most effective way of communicating with customers to get:

• A.Their address.
• B.An idea of how much they have to spend.
• C.A quick response.
• D.Instant feedback.

If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:

• A.Ask them to leave and come back later.
• B.Stand up and greet them and do not sit back down.
• C.Remain seated and ignore them.
• D.Explain you are very busy.