What are the 3 objectives of our Inquiry Handling Matrix?

• Demonstrate Extreme Ownership, Avoid Bothering Customers During Their Busy or Rest Hours, & Prioritize Resolution Over Closure

• Demonstrate Extreme Ownership, Changing the way we Interact & Prioritize Resolution Over Closure

• Demonstrate Extreme Ownership, Active and Unresponsive Customers, Provide Excellent Customer Service

• Demonstrate Extreme Ownership, Prioritize Closure, Avoid Bothering Customers During Their Busy or Rest Hours

This is the type of chat where there is minimal to no response from the customer

Choose the conditions for Active / Responsive Customers from the below conditions

• Customer responds instantaneously

• Customer is energetic

• Minimal to no wait time

• Maximum wait time is 2 mins

When is the best time to send a Start of Day - follow up message to your unresponsive chats from previous day?

• 9 AM of your local time

• Immediately during the start of your shift

• 9 AM of the customer’s time

• Immediately when you remember that you need to send a follow up message to your responsive chats

True or False: You have to turn on "Reassign Replies" whenever you go on break, lunch and coaching.

• True

• False

When should we send the "Stepping out" Spiel to our customers?

• Only after the "Reassign Replies" was turned on before going ON LUNCH, COACHING, MEETINGS or TRAININGS

• If we are going on bio break

• Only after the "Reassign Replies" was turned on before going Voice

• Only after the "Reassign Replies" was turned on during the last 10 minutes of your shift

True or False: We should be using the suggested spiels only. It must not be altered or change in any way to ensure that our responses are uniform.

• True

• False

What should we do if the customer reopened the chat and gave a feedback that they have a new or additional inquiry.

• Return the chat back to the owner

• Assign the chat to the next TM in the Manual Case Assignment Tracker

• Escalate to the TL/POC

• Assign to Tier 2

True or False: Duplicate chats must be closed immediately by the TM.

• True

• False

True or False: If the customer reopened the chat and gave a feedback that the original issue is still not resolved, we must assign it back to the initial TM in order to give him/her a chance to continue on resolving the customer’s issue.

• True

• False