
QA Talk
Quiz
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Professional Development
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Practice Problem
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Easy
emineil celestino
Used 2+ times
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
What is the allowable time and agent can deliver the Greeting Spiel for voice and chat?
voice = 10 seconds
chat = 1 minute
voice = 5 seconds
chat = 5 minute
voice = 5 seconds
chat = 2 minute
voice = 10 seconds
chat = 2minute
2.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Choose the correct answer on showing Empathy:
Empathize once in the beginning when the customer showed frustration.
It is okay to be over empathetic if the customer is very very irate.
Show empathy whenever appropriate throughout the call
Empathy is assuring the customer that we will resolve their concern
3.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
If the email is not visible in Xspace or C360, what should you do?
Ask the customer's active email during the interaction.
It is not required. Proceed to resolve the case.
Ask first if the customer want's to receive an email summary.
It depends if the customer is irate or not.
4.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Choose the correct answer about proper hold procedure:
It is okay to place the customer on hold while agent is finishing another case.
It is okay to place the customer on hold for 3 minutes if the issue is complex.
It is okay to place the call on hold for 5 minutes as long as the customer agreed.
Provide the reason why we need to place the customer on hold for 2 minutes.
5.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
How should we address the customer during the interaction?
We can address them by "Sir/Maam"
It's okay not to mention their name as long we resolve issue.
Address the customer by their first name.
Address the customer by their full name.
6.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
How should we offer the survey spiel to the customer?
I hope you don't take it against me when you answer the survey.
You're positive feedback is very much appreciated.
I will send the survey now and please answer it while on the call/chat.
Please share your feedback based on how I assisted you today.
7.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
When is it okay to create a case beyond 5 minutes?
If the customer has a tendency to recontact right away.
If there is a technical issue encountered and is reported.
It is okay as long as it is during casing time.
When it is queuing.
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