long wait times, complicated IVR, repeating info, lack of empathy, difficult to connect to CS and ignoring cust feedback
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15
Modified True or False. We use by to express an approximation and to refer to a topic.
False. About.
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15
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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10
_ is a customer service agent's road map to providing solutions.
Call flow.
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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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25
Name all customer advocacy behaviors.
Establish a consultative tone, probe for info, determine the strategy, position the solution and close the interaction
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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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banana
Go to last place!
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seesaw
Swap points!
Okay!
rocket
Go to first place!
Okay!
banana
Go to last place!
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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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10
This preposition is used to signify units of noun, show possession and is used with dates.
Of
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boom
Lose 50 points!
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seesaw
Swap points!
Okay!
shark
Other team loses 25 points!
Okay!
baam
Lose 25 points!
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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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lifesaver
Give 25 points!
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gift
Win 5 points!
Okay!
gift
Win 20 points!
Okay!
baam
Lose 25 points!
Oops!
10
Modified True or False. Empathy is feeling pity without truly understanding another’s feelings.
False. Empathy is putting yourself in another person’s shoes.
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15
Modified True or False. Close the interaction includes highlighting the benefits of the offer or solution.
