One of my first baseball coaches told me, "practice doesn't make perfect; only perfect practice makes perfect."
Whether you're playing baseball, learning a musical instrument, or working on a customer service team, it's important to practice your skills if you want to improve over time.
In customer service, one of the best ways to practice is by considering potential problems that customers will have then determining what you would do if you were supporting them during each situation. This way, you'll be familiar with some of the most common customer support cases and how you can effectively handle each one.
Take our quiz below to find out how well you'd perform in different customer service situations. Then, compare your score to the final section below to see what skills you can work on to get a better score.
Situational Customer Service Quiz
If You Scored Less Than 50%.
If you scored less than 50%, then there's a lot of opportunities to improve your customer support skills. A good place to start is by reviewing your inbound service fundamentals and learning the right ways to engage, guide, and grow with your customers. These skills are crucial to your support role and will help you consistently deliver a delightful customer experience.
If You Scored Between 50% - 75%.
If you scored between 50% and 75%, then you're familiar with the fundamentals of customer service, but you still have some work to do if you want to master your customer support job. You may want to check out some free customer service training materials to ensure you're working on all of the skills needed to be successful in your role, like your sales to service handoff. Brief interactions like these can make a major impact on support situation as well as the customer's perception of your brand.
If You Scored Between 75% - 90%.
Scores falling between 75% and 90% mean that you're doing a lot of things right as a customer service rep, but there are still notable areas to improve. For example, you may want to review this customer service case study to discover new ways to provide above-and-beyond support to your customer base. Or, you may want to learn how to create a customer journey map and how mapping the customer experience can better prepare you for different support situations.
If You Scored Over 90%.
If you scored over 90%, then you're ready to handle the most common customer service cases. That being said, you should always be working to improve your skills, even if you're consistently meeting your customer satisfaction metrics. Every customer support case is different and eventually, you'll be faced with a situation that you haven't encountered before. Preparing for these unexpected scenarios is the key to succeeding in a customer service role.
For more situations to prep for, take the crisis communication quiz.