英文客服考试题目及答案.docVIP

英文客服考试题目及答案

一、单项选择题

1.Whenacustomercontactsthesupportteam,thefirststepintheserviceprocessisusually:

A.Solvingtheproblemimmediately

B.Identifyingthecustomersissue

C.Transferringthecalltoahigherauthority

D.Endingtheconversationquickly

Answer:B

2.Whichofthefollowingisakeyaspectofeffectivecommunicationincustomerservice?

A.Speakingasquicklyaspossible

B.Usingtechnicaljargon

C.Beingclearandconcise

D.Ignoringthecustomersquestions

Answer:C

3.Ifacustomerisupset,whichofthefollowingisthebestapproach?

A.Avoidingthecustomer