Long ago a good friend once told me, "Nancy, the training your company provides is common sense that's actually NOT very common!"

There's a lot of truth to that statement. Yet years later, rudeness and low service levels still plague franchises.

We hope you enjoy taking this customer service quiz to test how common your common sense is. 

  1. "How can I help you?" belongs:
    1. In the initial greeting.
    2. In the message taking scenario.
    3. Nowhere. I'm not able to help anyone.
  2. When I'm not able to help a customer, I should:
    1. Tell them honestly & thank them for their business and hang up.
    2. Give whatever information I can, right or wrong. Wrong information is better than no information.
    3. Get help immediately and advise the person help is on the way.
  3. When I'm having a bad day, I should:
    1. Not bother coming into work.
    2. Leave my troubles at the doorstep like the song says.
    3. Tell all my co-workers my troubles to get it off my back.
  4. Chewing gum at work is:
    1. OK.
    2. A bad breath refresher.
    3. Downright rude and obnoxious. Fugetaboutit!
  5. A mirror at my desk will:
    1. Keep my ego in check.
    2. Remind me to smile BEFORE I pick up the phone.
    3. Give me bad luck if it breaks.
  6. Basic customer service skills are important to me because:
    1. Everyone needs a refresher.
    2. I need a lot of help.
    3. I never learned any.
  7. Internal customer service means:
    1. Be nice to others who come into my office.
    2. The customer is giving me a stomachache.
    3. Treating my co-workers as customers.
  8. When using voice mail and leaving a message I should:
    1. Leave my phone number twice and slowly.
    2. Leave a good clean joke to keep them smiling.
    3. Not leave a message...just call back till I reach them.
  9. Irate callers/customers are important to our company because:
    1. It's fun to handle those kinds of calls.
    2. At least we get a second chance to make it right.
    3. I finally get to yell back.
  10. Asking questions of the customer will:
    1. Aggravate them.
    2. Show I'm interested in helping.
    3. Be considered being too nosy.

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Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman is a featured speaker at franchise, association & corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning & many others. For more information, call 314-291-1012 or visit www.nancyfriedman.com.



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