Dyson Way Training

Dyson Way Training

University

10 Qs

quiz-placeholder

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Dyson Way Training

Dyson Way Training

Assessment

Quiz

Education

University

Medium

Created by

Carlos Pérez

Used 7+ times

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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does EMEA stand for?

Eurasia, Middle East and Africa

Europe, Middle East and Africa

Europe, Middle Europe and Asia

Europe, Middle East and Asia

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Our EMEA Customer Service teams interact with an Owner every

5 seconds

10 seconds

15 seconds

2 seconds

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

This new scorecard will help us improve

Our NPS

First time resolution

Our AHT

The owner's experience

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What is considered as a Quality Autofail (QAF)?

Advising the customer to call us back later if he can't do VSE

Informing a customer about the Demo Store opening hours without opening a case in SF

Not offering collection on request (ESD) for an RTB

Not using Resolve for a Troubleshooting call

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the initials of the new Quality Scorecard Sections?

CARE

DARE

AWARE

REPAIR

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A worrying call will be considered as a Quality Autofail

True

False

7.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

The new scorecard will implement

Different score criterion for every channel (SM, Call, Chat, Whatsapp, Email and Marketplaces)

A consistent score method adapted to all the channels

A new scoring system correlated with NPS

A lot of changes to solve an issue without using Resolve

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