客服英语笔试题.docxVIP

客服英语笔试题

一、单选题（每题1分，共20分）

1.Whenacustomercallstoreportaproblem,thefirststepforacustomerservicerepresentativeisto（）（1分）

A.immediatelysolvetheproblem

B.listentothecustomerandunderstandtheirissue

C.transferthecalltoahigherauthority

D.hangupthephoneandcallbacklater

【答案】B

【解析】Thefirststepincustomerserviceistolistentothecustomerandunderstandtheirissuetoprovideappropriateassistance.

2.WhichofthefollowingisNOTacommoncustomerserviceskill?（）（1分）

A.Empathy

B.Patience

C.Impatience

D.Communicationskills

【答案】C

【解析】Impatienceisnotacommoncustomerserviceskill.Customerservicerepresentativesshouldbeempathetic,pat