TLE CCS (Q4 PERIODICAL EXAM)

Front

Which of the following is an example of an effective closing statement? This conversation is over., I hope you won't call back soon., That's all. Bye., Thank you for calling. Have a great day!

Back

Thank you for calling. Have a great day!

Front

Why is it important to acknowledge the customer's concern?

Back

To make the customer feel valued

Front

What should an agent do when a customer's concern cannot be immediately resolved?

Back

Offer to call back with an update

Front

A customer repeatedly asks for updates on their concern. How should the agent handle this?

Back

Provide updates and set clear expectations

Front

Which of the following is an example of an irate customer? A caller asking about a product, A caller who prefers speaking to a manager, A caller who is satisfied with the service, A caller who is already angry before calling

Back

A caller who is already angry before calling

Front

What is the best way to handle a talkative customer?

Back

Politely steer the conversation back on track

Front

In a customer service call, what should an agent do before transferring a call?

Back

Explain the reason for the transfer

Front

Which type of complaining customer prefers to analyze every detail?

Back

Analyst

Front

What does an agent need to do when taking notes during a call?

Back

Ensure notes are clear, concise, and complete

Front

Which phrase is an example of positive scripting? Options: 'I can't help you with that.', 'I'm sorry, but there's nothing we can do.', 'Let me see how I can assist you with this.', 'You'll have to call back another time.'

Back

'Let me see how I can assist you with this.'