Noom Voice Support Final recap

Tone of voice: What is inflection?

• Tone of voice.

• The level of volume used when speaking.

• The modulation of intonation or pitch in your voice.

Which of the following information in your documentation is mandatory when completing your notes? (Mandatory mandatory)

• Reason for call.

• Indicating if a follow up is required or not.

• Resolution steps.

• Ticket number.

Max demanded a refund for his trial period. What would be the best response before issuing the refund?

• Provide the refund and ask for feedback, so we can improve in our service.

• Ask the customer why they requested a refund to complete our documentation

• Apologize and inform him that we can only refund once.

• None of the above.

Joline demanded two separate refunds during your call. How many refunds are you allowed to grant?

• We can only refund the request with the least amount.

• We should honor both refund requests.

• This scenario should be escalated to a supervisor.

• We can only grant one refund request.

You were about to get Mark's email address when he suddenly becomes unresponsive. What should you do?

• Wait for two minutes before ending the call.

• Give the closing statement and call the phone number on the ticket.

• Try to establish communication with him, if not possible, tell him that they can contact us again and end with the closing script.

• Inform your supervisor so they can call the him back.

Which of the following is not part of the Noom call flow?

• Retention

• Engage

• impress

• Understand

Jade likes to build small talk even if she wanted to cancel her subscription. She likes to get to know you more while you're on the call. What communication style does Jade have?

• Creating

• Computing

• Connecting

• Commanding

Select the one that is NOT an emotional need

• To be informed

• To be understood

• To feel welcomed

• To feel comfortable and taken care of

If I need to send a follow up ticket, in which status should I submit the ticket when leaving my call note and while sending my reply? (make sure to re-read it)

• On Hold

• Solved

• Pending

• Closed

Customer needs: This customer need entails us to ensure accurate and reliable resolutions by being up-to-date on Noom information and processes.

• Physical need

• Special needs

• Technical need

• Emotional need