The Office gave us plenty of customer service heroes to aspire to. There's Kelly Kapoor, the outgoing optimist, Meredith Palmer, the savvy support veteran, Clark Green, the new guy who plays it by the book, and Creed Braxton, the wild card who gets results.
Each one of these characters had their own unique approach to customer service and played an important role on the customer support team at Dunder Mifflin. They showed us that customer service wasn't one size fits all and people with different personalities and backgrounds can succeed in the customer service field.
If you're wondering which of these customer service styles is closest to your own, take our quiz below to find out which customer service approach from The Office yours is most similar to.
Which ‘The Office' Customer Service Representative Are You?
1. My Best Customer Service Skill Is?
- 1:1 Communication
- Escalation Management
- Creative Problem Solving
2. Good Customer Service Is:
- Core to my role at the company.
- Making the customer happy at every turn.
- Tough to achieve, but important if we want the company to succeed.
- Different for every customer.
3. The Customer Is Always Right.
- Most of the time, but sometimes I have to guide them.
- They're always right, but there's a limit, too.
- What's this customer's lifetime value?
4. An Employee Accidentally Damages a Product by Putting an Embarrassing Watermark on It Before It's Sold. How Do You Respond to the Customer?
- You apologize and move forward.
- You give countless apologies, thank them for their continued loyalty, and even send a gift basket too.
- Tell the customer you understand how big of a problem this has caused and you're here for them if needed.
- Dye your hair and hide under your desk.
5. The Best Way to Improve Customer Loyalty Is to:
- Be consistent and concise.
- Always go above and beyond for the customer.
- Get the results that your customers are looking for, no matter what.
- Offer prizes, rewards, and promotions, whenever you can.
6. My Company Sees Customer Service As:
- A focal point of its success.
- Important, but they're not sure why.
- A resource that's there for the company when it's needed most.
- Something everyone at the company should contribute to.
7. A Customer Asks to Speak With Your Manager…
- Transfer the call immediately to your manager.
- Stall, and try to convince the customer that you have the situation under control.
- Tell the customer that the manager is unavailable, but you're more than happy to continue helping.
- Ignore the question and try to solve the customer's problem anyway.
8. A Customer Completes an NPS Survey and Describes You as "Aggressive, Hostile, and Difficult." How Do You Respond?
- Accept the feedback and move on.
- Follow up with the customer and apologize for the poor experience. Then go through an internal “mock call” training with a coworker.
- Follow up with the customer, act extra friendly, and offer a coupon for their understanding of any prior miscommunication.
- Tell the customer you're sorry and escalate the case to your manager to prevent potential churn.
9. How Would You Improve Your Customer Loyalty Program?
- Keep offering a consistent, high-quality customer experience.
- Host fancy company networking events.
- Create a points program that incentives customers to buy more of your products in exchange for small rewards.
- Offer a golden ticket promotional campaign.
10. A Customer Says They're Thinking of Switching to Competitor. How Do You Respond?
- Tell them that you understand and hope that they continue doing business with you.
- Talk about how much you appreciate the customer's business and how much value they mean to your company.
- Tell them you can offer better deals and prices if they stay with your company.
- Do nothing and hope it works out for the best.
Now, tally up the points next to the answer you selected for each question then check your results in the section below.
10 - 15 Points: Clark Green
Clark might be a little new to the customer service game, but he has the fundamentals down. He plays things by the book and tries to give the customer exactly what they're looking for, especially when they need it most. He's always looking to add more value to his role at the company and is willing to work hard to improve his professional skills.
16 - 24 Points: Kelly Kapoor
Kelly is an excellent customer service rep who excels at getting to know her customers. She has a bubbly personality that puts people in a cheerful mood and she's great at generating delightful experiences for her customers. She really values her relationships with her coworkers and wants to be seen as a leader amongst her peers.
25 - 34 Points: Meredith Palmer
Meredith knows customer service like the back of her hand. She knows exactly what customers want and isn't afraid to be direct. Customers really appreciate her honesty and ability to straightforward, especially when the situation is complicated and the customer is trying to understand what their options are. Meredith's experience in her role also makes her a reliable resource to her coworkers, who often lean on her for support.
35+ Points: Creed Bratton
Creed is a little bit of wild card, but he consistently gets results. While his methods are a little unorthodox, Creed understands customer needs and knows what he has to do to keep his customers happy. He might not follow the company playbook to the exact letter, but he recognizes when he should take a chance troubleshooting a support case and when he should be more conservative with his approach.
Found out you were a Clark when you really wanted to be Kelly? Switch up your style with these customer service training videos.
Originally published Jul 17, 2020 8:00:00 AM, updated June 09 2021