Customer Service Skills Practice Test

Practice Test

Scenario 1

A customer calls and asks to speak to someone in their native language, though their English seems very clear. None of your colleagues are fluent enough to speak to the customer in their native language. You have explained to the customer that there is no one available.

Press 'Play' to listen to the customer.

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If you could explain the reason for your call, I’m sure that there is someone here who can help you.

We don’t have people here that speak every language. Could you tell me what you called about?

Could you tell me why you don’t want to have this conversation in English?