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
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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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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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trap
No points!
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fairy
Take points!
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25
gift
Win 20 points!
Okay!
baam
Lose 25 points!
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10
_ is a customer service agent's road map to providing solutions.
Call flow.
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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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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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thief
Give points!
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fairy
Take points!
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fairy
Take points!
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baam
Lose 10 points!
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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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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
_ 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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heart
Other team wins 25 points!
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star
Double points!
Okay!
fairy
Take points!
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baam
Lose 15 points!
Oops!
15
Name 3 benefits of providing great customer experience.
