Customer Service Pro — Proficiency Exam

15 questions · pass with 50%

1. A caller is angry that a parcel shows as delivered but is not on the porch. Which response shows specific empathy plus a next step?
Sorry for any inconvenience. Please hold.You were home, the scan says delivered, and the box isn't there — I'll start a trace now and confirm by 4 p.m. whether we reship or refund.That's impossible; the carrier doesn't make mistakes.You should have filmed the porch. There's nothing I can do.
2. You cannot fix a billing error yourself; finance must do it. What does ownership look like?
Collect the facts, explain why finance must take it, stay on the handoff, and tell the customer who will reply and by whenGive them the finance phone number and disconnectPromise the refund yourself so they calm down, then hope finance agreesAsk them to email finance from scratch with no ticket number
3. Why summarise the customer's issue before you start solving?
To use up time so the queue looks busyTo prove you talk more than they doSo they can correct you before you work the wrong problemBecause policy forbids solving until a supervisor hears a recap
4. In LAST, what belongs in the Take-away?
The decision, the time, the channel you will use, and any action the customer must takeA longer apology and no dates, so you stay flexibleOnly the policy name, with no next stepA request that they rate the chat before you explain the fix
5. A customer already has two tickets on the same missing parcel. What should you do first in Listen?
Ask them to describe the entire history again for qualityIssue a refund immediately so you can close all three ticketsRead the existing CRM notes and then ask only for what is missingIgnore old tickets because each contact should be scored separately
6. You agree to reship a damaged item. When should the replacement order number go into the CRM?
At month-end when you tidy ticketsAfter you send the closing message, so the chat stays shortNever — the warehouse system is the recordBefore you send the closing take-away, so the promise is already real
7. A customer is shouting about a charge after cancellation. Which move is the best first de-escalation step after they pause?
Tell them to calm down so you can thinkTransfer them immediately without a recapArgue that the cancellation policy was in the emailRecap the problem in their terms, then offer a bounded next step with a time
8. When should you escalate to a supervisor?
On every call that includes a raised voiceWhen the request is outside your authority, the conversation is deadlocked, or safety/legal risk is presentOnly if the customer asks for a survey creditNever — escalation always means you failed
9. A customer swears at you and then threatens staff. What should you do?
State that you cannot continue if threats continue, follow the safety policy, document quoted language, and involve a supervisorMatch their language so they respect youIgnore the threat and keep processing the refund in silencePublish their name in an internal chat as a warning
10. Which email subject line is most useful after you reship an order?
Thanks for contacting us!Your recent enquiryOrder 4812 — replacement shipped, tracking insideIMPORTANT!!!!
11. On a phone hold, what should you do?
Give a reason and a realistic time, and check back even if you are not finishedMute and hope they stayLeave for as long as the warehouse takes, with no updatePlay hold music and return only when the case is fully closed
12. Which CRM note is usable by the next agent?
Customer angry. Helped.See chat.Called. Sorted.Needed the part for Friday's job; overnight from backup warehouse; RMA 7733; callback Friday 10 a.m. if not delivered
13. A customer gives the agent a CSAT of 5 but an NPS of 2, commenting that the product failed again. What is the honest read?
The agent failed and should be coached on empathyThe contact may have been fine while the product problem still makes them a detractorNPS and CSAT always move together, so one of the scores is a glitchYou should delete the NPS result because CSAT was perfect
14. What makes CSAT a vanity metric rather than a useful signal?
It is collected after contactsIt includes a comment boxManagers look at itThe number is displayed but never used to change staffing, process, or product
15. A named customer leaves a 1 with "still don't have the part." What should happen next?
A human who can act contacts them about the part, finishes or honestly constrains the promise, and logs the recovery in the CRMSend the same survey again so they can 'correct' the scoreCoach the agent to smile more on the next chatIgnore it; one-scores are noise

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