Modified True or False. We use in for a precise time and on for months, years and long periods.
False. We use at for a precise time, in for months, years and long periods.
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10
_ is an expression or remark that shows disbelief (surprise), contempt (ill feeling), or disappointment (let down) in a manner directly opposite to what is meant.
Sarcasm.
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15
What is a preposition?
Words that show time, place, and movement in a sentence. A preposition links nouns, pronouns, and phrases to other words in a sentence.
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15
Modified True or False. Sarcasm is a direct or false method of expressing negative emotions.
False. Indirect.
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20
Enumerate 4 examples of bad customer experience.
long wait times, complicated IVR, repeating info, lack of empathy, difficult to connect to CS and ignoring cust feedback
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baam
Lose 20 points!
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fairy
Take points!
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fairy
Take points!
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thief
Give points!
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20
Name 4 examples of good customer experience.
Easy-to-access sso, Proactive messaging around known issues, transparent about pricing, Always-available live CS, Short wait times, realistic expectations,
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baam
Lose 5 points!
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seesaw
Swap points!
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fairy
Take points!
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baam
Lose 20 points!
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15
Modified True or False. Close the interaction includes highlighting the benefits of the offer or solution.
False. Position the Solution.
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10
Which CAB component includes rephrasing the explanation or modifying the solution if applicable?
Position the Solution
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20
What are the items included under close the interaction?
provide recap, confirm there are no other issues, close the call confidently and complete the account notes.
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10
Identify which CAB component is when you utilize the resources effectively and efficiently to resolve the customer's stated and unstated needs.
Determine the Strategy.
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10
Modified True or False. Customer service involves every way a customer interacts with a company, at all stages of the customer journey.
False. Customer Experience.
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25
What should be included in the notes?
Reason for call, name of subs, actions taken, upsell offered/ did you offer an upsell, outcome of upsell/ reason no upsell was made, control group initials
