Quality Department Flashcard

Front

What is crucial to ensure a positive and effective interaction in a customer service call?

Back

The tone of voice

Front

Which of the following describes a tone of voice that meets customer service standards? Monotone and robotic, Warm, welcoming, and professional, Harsh and annoyed, Fast and disengaged

Back

Warm, welcoming, and professional

Front

Which tone of voice does NOT meet customer service standards?

Back

Monotone and robotic

Front

Which of the following actions meets the criteria for active listening? Speaking over the caller, Ignoring the caller's concerns, Acknowledging the caller's concerns with verbal affirmations, Providing responses that don’t align with the caller’s statements

Back

Acknowledging the caller's concerns with verbal affirmations

Front

Which behavior does not meet the criteria for active listening? Asking clarifying questions, Reflecting back key points, Using verbal affirmations

Back

Interrupting the caller

Front

What is the definition of empathy according to the document?

Back

The skill of recognizing, understanding, and responding to the emotional states and concerns of customers.

Front

What does professionalism refer to in the context of the agent's conduct?

Back

The ability to conduct a call in a manner that reflects positively on the company and adheres to established standards of conduct.

Front

Which behavior does not meet professionalism standards? Options: Using polite, respectful language. Following company policies and guidelines. Avoiding slang, jargon, or inappropriate humor.

Back

Failing to stay neutral and professional.

Front

What is the main goal of managing an interaction according to the definition provided?

Back

To redirect the client to the following steps

Front

What is required to meet the call recording disclosure standards?

Back

Clearly state the call is being recorded at the beginning and use approved wording.