2025年英语客服面试题目及答案.docVIP

2025年英语客服面试题目及答案

一、单项选择题（总共10题，每题2分）

1.Whenacustomercallsinwithacomplaint,thefirststepacustomerservicerepresentativeshouldtakeis:

A.Toapologizeimmediately

B.Tolistentothecustomerscomplaintwithoutinterruption

C.Toofferasolutionwithoutunderstandingtheissue

D.Totransferthecalltoasupervisor

Answer:B

2.WhichofthefollowingisNOTapartofthecustomerserviceprocess?

A.Greetingthecustomer

B.Identifyingthecustomersneeds

C.Providingaproductdemonstration

D.Closingtheinteraction

Answer:C

3.Inthecontextofcustomerservice,empathymeans:

A.Tobesympathetictothecustomersfeelings

B.Tobeempatheticwiththecompanyspolicies

C.Toempathizewiththecompetitionsstrategies

D.Toempathizewiththetechnicalissues

Answer:A

4.Whenhandlingadifficultcustomer,whichapproachisgenerallymosteffective?

A.Toremaincalmandprofessional

B.Toarguewiththecustomer

C.Toignorethecustomersconcerns

D.Toimmediatelyofferadiscount

Answer:A

5.TheacronymCRMstandsfor:

A.CustomerRelationshipManagement

B.CustomerResponseManagement

C.ClientRelationshipManagement

D.CustomerRetentionManagement

Answer:A

6.Whichofthefollowingisakeycomponentofeffectivecommunicationincustomerservice?

A.Usingtechnicaljargon

B.Beingconciseandclear

C.Speakingveryquickly

D.Usingcomplexsentences

Answer:B

7.Whenacustomerasksforarefund,theappropriateactionis:

A.Toimmediatelygranttherefundwithoutcheckingcompanypolicy

B.Tocheckthecompanysrefundpolicyandfollowit

C.Toarguewiththecustomeraboutwhytheyshouldntgetarefund

D.Totransferthecalltoadifferentdepartmentwithoutexplaining

Answer:B

8.Incustomerservice,Toneofvoicerefersto:

A.Thevolumeofthevoice

B.Theemotionalqualityofthevoice

C.Thespeedofspeech

D.Theuseoftechnicalterms

Answer:B

9.Whichofthefollowingisacommoncustomerservicemetric?

A.CustomerSati