2014 MPI-Vandehaar-BA149MPI
Working with Citizens: Customer Service Questions
Quiz: True-False
Please answer the following questions by circling the T for true or F for false AND write a short answer
as to why you selected true or false.
1. It’s important to be open to listen to the customer’s point of view.
T F Why?
2. Customers are more easily satisfied if their expectations are effectively managed. T F Why?
3. In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.
T F Why?
4. Most upset customers will calm down if you offer a sincere apology. T F Why?
5. The perception of a situation from the customer’s perspective is the reality. T F Why?
6. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help.
T F Why?
7. When dealing with an angry customer face to face, making no eye contact and looking away will
feel better for you and the customer. T F Why?
8. When dealing with an abusive customer on the phone, it's important to hang up right away. T F
Why?
9. It is important to offer service recovery immediately when you know a customer has received poor
service, wrong information, etc. T F Why?
10. After resolving a customer complaint it would be a good practice if you follow up with them a few
days later to make sure their issue has been resolved. T F Why?
11. The customer is always right. T F Why?