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Customer Service (ICBA Sample)

Module 1 - Communication Fundamentals

Communication Fundamentals

Module 2 - Speaking vs Listening

Speaking vs Listening

Knowledge Test

Communication Quiz

Previous Lesson

Communication Quiz

Customer Service (ICBA Sample)
Quiz
Communication Quiz

What This Quiz Covers

• Communication basics

• Listening vs speaking

• Good customer service habits

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Question 1 of 5

1. Question

Good customer service starts with listening to the customer before responding.

TRUE
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FALSE
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Question 2 of 5

2. Question

What should you do first when a customer explains a problem?

Quickly offer a solution
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Interrupt and explain company policy
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Listen fully and let them finish speaking
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Tell them the problem is not your responsibility
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Question 3 of 5

3. Question

Interrupting a customer can make them feel ignored or disrespected.

TRUE
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FALSE
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Question 4 of 5

4. Question

Which of the following is a good listening technique?

Thinking about your reply while the customer is speaking
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Repeating the main problem in your own words
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Making assumptions about the issue
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Speaking quickly to save time
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Question 5 of 5

5. Question

Why is listening often more important than speaking in customer service?

Because customers want to talk for a long time
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Because listening helps you understand the real problem and build trust
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Because speaking is not important
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Because company rules require it
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