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Delimiter between question and answer:

Tips:

  • No column headers.
  • Each line maps to a question.
  • If the delimiter is used in a question, the question should be surrounded by double quotes: "My, question","My, answer"
  • The first answer in the multiple choice question must be the correct answer.

 Import questions





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Identify the Mistake “I escalated the phone.”
“I escalated the problem.”
Identify the Mistake. “Please mute for a moment.”
“Please hold for a moment.”
Identify the Mistake. “I will repeat you to my manager.”
“I will transfer you to my manager.”
“Can you ___ your address for security?”
Confirm/Verify
“The call was ___ accidentally.”
Disconnected/Released
“I will ___ you after lunch.”
Call/Return
“Please ___ while I check your account.”
Hold
What word means to pass a problem to a supervisor?
Escalate
Which word means to check information twice?
Verify
What is the action when you connect a customer to another agent?
Transfer/Direct
Which action means “to stop talking but stay in the call”?
Mute
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