What do you already know?
Ten quick questions on looking after customers. Don’t worry about getting things wrong — the point is to spot what’s new to you. We’ll run the same quiz at the end of the week so you can see how much you’ve picked up.
What's the main goal of customer care?
Why: Customer care is about looking after customers so they stay happy and come back.
A customer is upset. The best first step is to...
Why: Listen first. Understanding the problem calms things down and shows you care.
An 'SLA' (service level agreement) sets out...
Why: An SLA is the promise on standards and response times a customer can expect.
Why log every customer call or query?
Why: Logging everything means there's a clear record and nothing slips through the cracks.
'First-time fix' means...
Why: A first-time fix is solving the customer's problem on the very first go - the ideal.
A good way to handle a complaint you can't solve right away is to...
Why: Be honest about what you can do, set a clear expectation, and always follow up.
'Empathy' means...
Why: Empathy is understanding and acknowledging how the other person actually feels.
Why does tone of voice matter on the phone?
Why: Tone carries the message as much as the words - warmth and calm land well.
A repeat customer is valuable because...
Why: It's far cheaper to keep a happy customer than to win a brand-new one.
'Aftercare' is...
Why: Aftercare is the support and follow-up a customer gets once the work is complete.
Nice start.
We’ll do the same quiz at the end of the week — you’ll spot the difference.
Done with the quiz?
Mark it complete and we’ll bounce you back to your Customer Care dashboard with this stamp added to your punchcard. If you’d rather your buddy stamp it after a chat, just ask them on the day.