Preview Questions Customer Service Representative | Role Specific Skill

Question 1: How can a representative ensure clarity during a call with a non-English speaking customer?

Which action should you take?

Choose only one option

Speak louder and faster

Ask the customer to find someone else to help

Ignore the language barrier and continue

Use simple language and check for understanding

Question 2: If a customer claims their insurance claim was denied but insists it was a valid claim, how do you proceed?

Which action should you take?

Choose only one option

Review the claim details, explain the reasons for denial, and offer further assistance

Ignore the customer's complaint and close the issue

Apologize and reopen the claim for review

Suggest they escalate to management

Question 3: What is the most effective way to handle a conflict caused by delays in loan disbursement?

Which action should you take?

Choose only one option

Promise expedited processing

Explain the reasons for the delay and offer realistic timelines

Blame internal processes for the issue

Escalate the issue to a supervisor immediately

Question 4: A customer is dissatisfied with the fees on their account but claims they were not informed about it. What's your approach?

Which action should you take?

Choose only one option

Tell the customer the fees are non-negotiable and end the call

Review the account details, explain the fees, and clarify any misunderstandings

Refund the fees and offer an apology

Offer to waive the fees as a gesture of goodwill

Question 5: What is the primary benefit of involving cross-functional teams in problem resolution?

Which action should you take?

Choose only one option

Reduces issue recurrence

Increases customer satisfaction

Speeds up resolution

Improves operational efficiency

Question 6: Why is term insurance considered a pure protection product?

Which action should you take?

Choose only one option

Covers only the risk of death

Includes maturity benefits

Offers returns based on market performance

Provides savings benefits