Customer Service
Interactive Video
•
Business
•
9th - 12th Grade
•
Practice Problem
•
Easy
Lori Sandoval
Used 9+ times
FREE Resource
8 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How do customers typically define good or bad service?
Based on the friendliness of the staff.
Based on whether they received what they wanted.
Based on the speed of service.
Based on the price of the service.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the first scenario, what was the customer's primary request to the airline?
To upgrade their seat to first class.
To get a refund for their ticket.
To change to an earlier flight to go home.
To book a new flight for a different destination.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How did the airline agent respond to the customer's request in the first scenario?
They immediately changed the flight.
They offered a partial refund.
They stated the computer wouldn't allow it due to the ticket class.
They suggested waiting for the original flight.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What was the customer's emotional response to the airline after the first agent's refusal?
Gratitude.
Indifference.
Hatred.
Confusion.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the second scenario, what was the second agent's initial approach when the customer requested an earlier flight?
They immediately said it was impossible.
They expressed a desire to help the customer get home.
They asked the customer to pay a large fee.
They transferred the call to another department.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What specific actions did the second agent take to try and accommodate the customer's request?
They offered a free upgrade to business class.
They tried multiple computer solutions and consulted a supervisor.
They told the customer to check the website again later.
They booked a hotel for the customer.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Despite not getting on the earlier flight, how did the customer feel about the airline after the second agent's efforts?
Annoyed.
Disappointed.
Loved the airline.
Neutral.
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