FINAL: WORK FROM HOME CALL CENTER FINAL ASSESSMENT

When a caller is yelling, you may be able to calm him down by doing this....

• Telling the customer to calm down

• Hanging up on the customer

• Maintaining a low, calm tone of voice

• Threatening to call the authorities

When a customer is upset, you should allow the customer to do this before you begin to address the issue....

• Allow the customer to use abusive language

• Allow yourself to count to ten

• Allow the customer to vent completely

• Allow yourself to take a deep breath

When you are actively listening to someone, it helps you to understand the message tht they are communicating.

• True

• False

Interrupting someone while they are talking shows Good listening skills

• True

• False

In providing excellent customer service SEC stands for "it only takes a second to Smile, Make Eye Contact and...

• Clap

• Collect

• Comment

• Change

Customers feel like you understand them when you do the following:

• Put them on hold

• Empathize with them

• Transfer the to a manager

• Listen silently with no feedback

You will always sound friendlier on the phone when you are doing this...

• Talking

• Typing

• Smiling

• Sitting Quietly

A Virtual Customer Service AGent should always maintain the following:

• Quiet Work Area

• A Good Reading List

• Healthy Fitness Program

• Higher Education

When working from home, which three items do you need to take calls?

• High Speed Internet

• Phone Service

• Hardwood Floors

• Computer

Telephonic Customer Service Agents work within what type of setting?

• Dining Room

• Call Center

• Classroom

• Sanctuary