Written By: Nancy Friedman, The Telephone Doctor^TM

Nancy Friedman, aka, The Telephone DoctorTM, is considered one of the premier consultants in the area of customer service. She will be the keynote speaker at the www.TurnOnYourMillionDollarBrain.com Manager's Session in Delray Beach, Florida on Wednesday, February 9, 2005, and again in Santa Monica, California on March 2, 2005. Sponsored by MGIC, you can save $200 on the General Session registration fee, until January 10, 2005. Visit the special MGIC link to receive your $200 registration discount!

You may not have a lifeline...or phone a friend...or even take 2 wrong answers away...but you will enjoy taking this fun, simple quiz on customer service.

As we all know, it's not rocket science and, of course, most of it is all common sense as they say. However, we all know too that common sense is NOT that common.

So, have fun, enjoy the quiz (10 questions)...and good luck!

1. "How can I help you?" belongs:



A. In the intial greeting.
B. In the message taking scenario.
C. Nowhere. I'm not able to help anyone.


2. When I'm not able to help a customer, I should:



A. Tell them honestly & thank them for their business and hang up.
B. Give whatever information I can, right or wrong. Wrong information is better than no information.
C. Get help immediately and advise the person help is on the way.


3. When I'm having a bad day, I should:

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