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120 Customer Service Fundamentals: De-escalation, Empathy, and Resolution Practice Questions (2026)

Below is a complete list of real practice questions you may be asked during the Customer Service Fundamentals: De-escalation, Empathy, and Resolution. Try answering each one yourself before checking your knowledge. If you find questions you don’t know, you can study them using our interactive spaced-repetition flashcards that repeat what you forget.

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Full Question List

  1. Question 1

    What is de-escalation in customer service?

  2. Question 2

    Why is staying calm important when a customer is upset?

  3. Question 3

    What tone should you use with an angry customer?

  4. Question 4

    What is the first step when a customer is angry?

  5. Question 5

    How do you avoid arguing with a customer?

  6. Question 6

    Which phrase shows empathy during a complaint?

  7. Question 7

    When should you apologize in a service call?

  8. Question 8

    What is a polite way to place a caller on hold?

  9. Question 9

    What is a warning sign that a call is escalating?

  10. Question 10

    Name one de-escalation technique you can use on a call.

  11. Question 11

    What is active listening?

  12. Question 12

    Why should you paraphrase a customer's issue?

  13. Question 13

    What is an example of paraphrasing?

  14. Question 14

    What does acknowledging feelings mean?

  15. Question 15

    Do you have to agree to show empathy?

  16. How many did you know?

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  17. Question 16

    How should you handle a pause or silence?

  18. Question 17

    Why should you avoid saying 'calm down'?

  19. Question 18

    What is an 'I can' statement?

  20. Question 19

    Give an example of positive language.

  21. Question 20

    How should you use a customer's name?

  22. Question 21

    What is a professional call opening?

  23. Question 22

    Why do you verify a caller's identity?

  24. Question 23

    What information is commonly used for verification?

  25. Question 24

    How do you request verification politely?

  26. Question 25

    What should you do if verification fails?

  27. Question 26

    Why set an agenda early in the call?

  28. Question 27

    How do you confirm the customer's issue?

  29. Question 28

    When is it OK to place a caller on hold?

  30. Question 29

    What is a warm transfer?

  31. Question 30

    What is a cold transfer?

  32. How many did you know?

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  33. Question 31

    What are the basic steps for problem solving?

  34. Question 32

    What is a root cause?

  35. Question 33

    Why ask open-ended questions?

  36. Question 34

    Give an example of an open-ended question.

  37. Question 35

    What is a quick win in customer service?

  38. Question 36

    How should you present options to a customer?

  39. Question 37

    When should you give a timeline for resolution?

  40. Question 38

    How do you respond when there is no immediate solution?

  41. Question 39

    What is a follow-up commitment?

  42. Question 40

    Why document the resolution?

  43. Question 41

    Why use approved scripts?

  44. Question 42

    Should you sound robotic when using a script?

  45. Question 43

    What is a mandatory disclosure?

  46. Question 44

    When should you read a disclosure?

  47. Question 45

    How can you safely personalize a script?

  48. How many did you know?

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  49. Question 46

    What is a knowledge base?

  50. Question 47

    Why should you avoid guessing?

  51. Question 48

    What should you do if you are unsure of a policy?

  52. Question 49

    What is a call recording notice?

  53. Question 50

    What do you do if a customer refuses call recording?

  54. Question 51

    Why are boundaries important in customer service?

  55. Question 52

    How do you say no politely?

  56. Question 53

    What is an exception to policy?

  57. Question 54

    Who can approve policy exceptions?

  58. Question 55

    How should you handle abusive language?

  59. Question 56

    When is it appropriate to end a call?

  60. Question 57

    What is a refund policy?

  61. Question 58

    Why should you avoid overpromising?

  62. Question 59

    What does confidentiality mean in customer service?

  63. Question 60

    What information should never be shared?

  64. How many did you know?

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  65. Question 61

    When should you escalate a call?

  66. Question 62

    How do you prepare for an escalation?

  67. Question 63

    What is a supervisor callback?

  68. Question 64

    How do you set expectations for escalation?

  69. Question 65

    What does ownership mean during a transfer?

  70. Question 66

    Why is documentation important for escalation?

  71. Question 67

    When should you avoid escalation?

  72. Question 68

    How do you transfer to another department?

  73. Question 69

    What is escalation fatigue?

  74. Question 70

    What if a supervisor is unavailable?

  75. Question 71

    Why does speaking pace matter on a call?

  76. Question 72

    How should you handle background noise or accents?

  77. Question 73

    What does clear articulation mean?

  78. Question 74

    What is good hold etiquette?

  79. Question 75

    How often should you check in during hold?

  80. How many did you know?

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  81. Question 76

    What is dead air on a call?

  82. Question 77

    What makes a professional greeting?

  83. Question 78

    How should you end a customer service call?

  84. Question 79

    What is tone matching?

  85. Question 80

    How can you manage multitasking during calls?

  86. Question 81

    How should you start a chat greeting?

  87. Question 82

    Why use complete sentences in chat or email?

  88. Question 83

    What is a canned response?

  89. Question 84

    How do you personalize a canned response?

  90. Question 85

    What makes a good email subject line?

  91. Question 86

    Why should you proofread before sending?

  92. Question 87

    Why avoid slang or emojis in formal emails?

  93. Question 88

    How should you explain steps in writing?

  94. Question 89

    When should you include screenshots?

  95. Question 90

    How do you confirm resolution in writing?

  96. How many did you know?

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  97. Question 91

    What is first call resolution (FCR)?

  98. Question 92

    Why is FCR important?

  99. Question 93

    What is average handle time (AHT)?

  100. Question 94

    Should you rush calls to reduce AHT?

  101. Question 95

    What is a QA score?

  102. Question 96

    What is schedule adherence?

  103. Question 97

    What is customer satisfaction (CSAT)?

  104. Question 98

    How can you improve CSAT?

  105. Question 99

    Why is accurate documentation important?

  106. Question 100

    What is after-call work?

  107. Question 101

    How should you handle a billing dispute?

  108. Question 102

    What if a customer calls repeatedly about the same issue?

  109. Question 103

    How do you respond to a threat on a call?

  110. Question 104

    What should you do if a caller uses profanity?

  111. Question 105

    What if you made a mistake during the call?

  112. How many did you know?

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  113. Question 106

    How do you handle a system outage?

  114. Question 107

    What if a customer wants a policy change?

  115. Question 108

    How should you handle a denied refund request?

  116. Question 109

    How do you respond to complaints about long wait times?

  117. Question 110

    What if the customer seems confused?

  118. Question 111

    What should you summarize before ending a call?

  119. Question 112

    Why confirm contact information before closing?

  120. Question 113

    What is a ticket or case number?

  121. Question 114

    When should you send a confirmation email?

  122. Question 115

    Why are short breaks important for agents?

  123. Question 116

    What is a quick debrief after a tough call?

  124. Question 117

    How can you reset after an emotional call?

  125. Question 118

    How do you protect privacy after a call?

  126. Question 119

    What does continuous improvement mean?

  127. Question 120

    How should you use customer feedback?

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