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Customer Service Skills Quiz

1. Which phrase demonstrates effective and polite communication with a customer?

"Tell me your name."

"Could you please provide your name?"

"What's your name?"

2. What is the importance of using phrases like "May I" and "Thank you" when communicating with customers?

It's only necessary in formal written communication.

It's optional and doesn't impact professionalism.

It helps create a professional and courteous interaction, enhancing customer satisfaction.

3. What is the primary goal when managing interactions with angry customers?

Identifying and implementing mutually beneficial solutions.

Defending the company's policies.

Ignoring the customer's anger.

4. How can demonstrating empathy benefit customer service interactions?

It can escalate conflicts with customers.

It's not important in customer service.

It can help customers feel heard and understood, making it easier to find solutions.

5. Which phrase is more professional when asking for information from a customer?

"Where do you live?"

"Tell me your address."

"Could you kindly provide your address?"

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