Up-Training Quiz

What should be the first thing that the CSR do after the customer relays his/her concern?

• Upsell

• Restate

• Update account

• Ask probing questions

True/False : Customers name should be used at least 3 time throughout the interaction?

• FALSE

• TRUE

Select all that applies when expressing empathy?

• For non receipt of bills

• Only 1-5 emergencies

• High bill complaints

• disconnection due to non payment

Customer called and gave the name Doctor Michael Barnes. Customer should be addressed as?

• Mr Barnes

• Michael

• Mr Michael

• Doctor Barnes

Select all the probing/ troubleshooting questions that apply for a prepaid no supply.

• Are you the only person without light & did you hear any explosions before the power went?

• Is there KW on the meter?

• Check breaker and unplug device or remove batteries.

• was there an outage in the area prior to now?

TRUE/FALSE : Upselling should be done on only business calls?

• True

• False

TRUE/FALSE All accounts should be updated with a valid telephone number and email address?

• True

• False

What should the CSR check for before granting a hold?

• Balance brought forward

• Due date

• How many holds were granted for the year

• any open or completed DNP on the account?

All customers interaction should be logged in Harmony?

• True

• False

Interaction should be logged for all calls?

• TRUE

• FALSE