英语客服笔试题.docxVIP

英语客服笔试题

一、单选题（每题1分，共10分）

1.WhichofthefollowingisNOTacommoncustomerserviceskill?（1分）

A.Activelistening

B.Empathy

C.Technicalexpertise

D.Impatience

【答案】D

【解析】Impatienceisnotacustomerserviceskill;infact,itisconsideredanegativetraitincustomerservice.

2.Whendealingwithacustomercomplaint,whichapproachisgenerallyconsideredthemosteffective?（1分）

A.Avoidingthecustomer

B.Offeringaquicksolutionwithoutunderstandingtheissue

C.Listeningtothecustomerandofferingatailoredsolution

D.Blamingthecustomerfortheproblem

【答案】C

【解析】Listeningtothecustomerandofferingatailoredsolutionisthemosteffectiveapproachasitshowsresp