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Biz Comm & Customer Service Quiz

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Biz Comm & Customer Service Quiz

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About this activity

Test your module knowledge

Created by

Ivron Julies
Ivron Julies
South Africa

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Biz Comm & Customer Service Quiz
 

Biz Comm & Customer Service QuizOnline version

Test your module knowledge

by Ivron Julies
1

What does active listening primarily involve in a customer interaction?

2

What is the main purpose of a customer service script?

3

Which term best describes communication through body language and facial expressions?

4

What does escalation mean in customer service?

5

What does CRM stand for in a business context?

6

What is the first step when handling a customer complaint?

7

Why is tone important in professional emails?

8

What is the primary goal of service recovery?

9

Which practice supports confidentiality in technical support?

10

What is the value of documenting customer interactions?

Feedback

Active listening means focused attention and feedback, not interrupting or guessing.

Scripts guide consistency and accuracy across interactions.

Non-verbal cues accompany spoken or written language.

Escalation moves complex issues up to more capable staff.

CRM systems manage interactions with customers.

Acknowledgement shows empathy and starts resolution.

Tone shapes how the message is received and understood.

Service recovery aims to regain trust after a failure.

Confidentiality protects customer data and trust.

Documentation helps track progress and resolutions.

 
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