#1
In workplace conflict resolution, what is an essential step to understanding the issue?
Ignoring the problem
Listening actively
Blaming others
Escalating the situation
#2
Which of the following is an effective communication skill in customer service?
Avoiding eye contact
Interrupting the customer
Empathetic listening
Being defensive
#3
What is the first step in the conflict resolution process?
Assigning blame
Identifying the issue
Avoiding the conflict
Implementing a solution
#4
In customer service, what does the term 'SLA' stand for?
Service Level Agreement
Service Line Adjustment
Service Loss Assessment
Service Lead Analyst
#5
What is a potential consequence of unresolved workplace conflicts?
Improved team collaboration
Increased productivity
Decreased morale and productivity
Enhanced job satisfaction
#6
Which communication channel is often preferred for handling sensitive customer issues?
Phone
Email
Social media
Face-to-face meetings
#7
In a workplace conflict, what is the role of a mediator?
Take sides and support one party
Fuel the conflict
Facilitate communication and resolution
Ignore the issue
#8
What is the primary goal of customer service?
Maximize profits
Resolve customer issues and ensure satisfaction
Avoid customer interaction
Ignore customer feedback
#9
What is the importance of empathy in conflict resolution and customer service?
To escalate the conflict
To understand others' perspectives and build rapport
To avoid communication
To blame others
#10
Which conflict resolution approach involves a neutral third party making a decision to resolve the dispute?
Collaboration
Mediation
Compromise
Avoidance
#11
What role does emotional intelligence play in conflict resolution?
It escalates conflicts
It helps in understanding emotions and managing conflicts effectively
It is irrelevant in conflict situations
It avoids conflicts
#12
What is the purpose of a customer feedback survey?
To ignore customer opinions
To gather insights and improve customer service
To blame customers
To discourage feedback
#13
Which conflict resolution technique involves finding a compromise where both parties give up something to reach a solution?
Avoidance
Collaboration
Accommodation
Compromise
#14
What is the significance of active listening in customer service?
To ignore customer concerns
To show empathy and understanding
To interrupt the customer
To be defensive
#15
In conflict resolution, what does the term 'win-win' solution mean?
One party wins, and the other loses
Both parties benefit from the resolution
Avoiding the conflict
Ignoring the issue
#16
What is the significance of setting clear expectations in customer service?
To confuse customers
To enhance customer satisfaction
To avoid communication
To ignore customer feedback
#17
Why is it important for a customer service team to collaborate with other departments within a company?
To create conflicts
To improve overall customer experience
To ignore customer feedback
To avoid communication