BGS Quality Assurance

Hi, yesterday I withdrew some money and it hasn't reflected.

• When and how did you make the deposit?

• Please provide us with your full names, ID number and contact number so that we can assist.

• Please provide us with the amount you have withdrawn along with your personal details so that we can assist?

• Withdrawal process takes up to 24-48hours but please send us your Hollywoodbets account number so that we can check.

Effective probing is asking relevant questions to get clarity on the query?

• True

• False

John is online with Palesa and he asks to be transferred to Sipho who had been assisting him earlier

• Palesa should take down John's details and advise that Sipho will contact him as soon as he is back?

• Palesa should inform John that Sipho is unavailable for now and proceed to help the customer?

• Palesa is not aware of the conversation between Sipho and John therefore she asks the John to stay online until Sipho is available.

• Palesa should transfer the call to the supervisor?

When interacting with a customer, it is important that you:

• Use abbreviations

• Remain friendly yet professional throughout the call or chat

• To stay positive throughout the call or chat

• Answer some of the customer's queries

Responding to a customer, using capital letters is necessary if the customer keeps asking the same question?

• True

• False

Which would be an appropriate greeting?

• Hi John

• Hi John, Thank you for contacting Hollywoodbets

• Hi there, thank you for contacting Hollywoodbets

The importance of proofreading:

• To identify any spelling and grammatical errors

• To check if you have addressed the customer by name

• To ensure clarity of the message

It is unprofessional to .......when interacting with customers

• use slang words

• speak over the customer during a call

• be polite

• Eat or drink during a call

Reading the customer's query twice is a waste of time

• True

• False