Call and Chat Flow

Call and Chat Flow

University - Professional Development

5 Qs

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Call and Chat Flow

Call and Chat Flow

Assessment

Quiz

Other

University - Professional Development

Practice Problem

Medium

Created by

Rochelle Miole

Used 76+ times

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5 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is our standard call opening spiel?

“Thank you for calling, my name is ______. How can I help you?"

“Thank you for calling Pearson Technical Support, my name is ______. May I have your first and last name?"

“Thank you for calling, my name is ______. May I have your case number”

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

True or False

(CALL TRANSACTION) If the customer has a case number already, no need to verify 5 pieces of identifying information.

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is our automated chat opening spiel?

"Hi, my name is _____. Please give me your case number."

"Hi, my name is _____. Please give me a moment to review your issue."

"Hi,thanks for contacting Pearson. My name is _____. How may I help you?

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What are those 5 identifying information?

First and Last Name

Country (if applicable)

Phone number

Email address

School Name

5.

MULTIPLE SELECT QUESTION

20 sec • 1 pt

True or False

The closing should include the following steps:​​

​​

Recap, final assistance, and CSAT spiel.

True

False