Communication Workshop Quiz

When an issue pops up and you or another agent are at fault, what's the best way to solve it?

• Blame your coworker for it

• Apologize and do what you can to meet their needs

• Say that you're really sorry but take no action after that.

• End chat

Client is enquiring on countries we offer our services

• List down the countries

• Transfer to General or Regulated agent

• Check the IP address & advise accordingly.

• Provide link to our website

Attending to general product inquiries is part of my responsibility

• TRUE

• FALSE

Find the error in this sentence "We need your POI & POA to complete the authentication process."

• The entire sentence

• "POI & POA"

• "Authentication process"

• "We"

A client enquires about KYC status but he left the chat before you could answer.

No further action needed from the agent.

• TRUE

• FALSE

A client enquires about KYC status but he left the chat before you could answer. You should...

• Wait. The client will come to chat again

• Follow up on ticket

• Inform CS-KYC team

• Pray client does not return to chat

Reset password request from unlogged in client needs verification.

• FALSE

• TRUE

Agent should always ask verification questions at the start of the chat.

• TRUE

• FALSE

Choose an appropriate client salutation

• Hi, Mr. first name

• Hi, Mr. Last Name

• Hi, Mr. last name

• Hi, Mr. First Name

We are allowed to use any emojis while assisting clients in live chat.

• TRUE

• FALSE