Customer Service Style Assessment

1. A customer is upset and raising their voice. You:

Stay calm, listen fully, and acknowledge their frustration
Try to quickly solve the issue and move on
Remind them of the policy and keep it brief

2. When explaining something to a confused customer, you:

Slow down, simplify, and check for understanding
Provide a quick summary and move to the next step
Give the information once and expect them to follow

3. How do you feel about difficult customers?

They usually just need to be heard and supported
They slow things down, but I try to stay on track
They’re draining — I try to keep it minimal

4. A customer thanks you for your help. You:

Express genuine appreciation and build rapport
Say "You're welcome" and move to the next task
Nod or say nothing — you're just doing your job

5. How do you measure great service?

When customers feel heard, valued, and satisfied
When issues are solved fast and correctly
When the process is followed with minimal friction

6. What’s your mindset when starting your shift?

I want to make someone’s day a little better
I aim to handle things smoothly and effectively
I focus on getting through the shift as planned

7. When a customer is confused and emotional, you:

Focus on calming them and showing you care
Re-explain clearly and move toward resolution
Restate the facts and avoid getting too involved

8. How do you handle repetitive customer questions?

Answer patiently — everyone learns differently
Answer briefly and point to documentation
Repeat it once, then move on

9. When interacting with customers, your tone is usually:

Warm, supportive, and conversational
Professional, clear, and direct
Neutral, task-focused, and minimal

10. A customer issue takes longer than expected. You:

Keep the customer updated and reassure them
Focus on solving it and minimizing delay
Say you’ll get back to them and move on