Pre-Test CCS NCII

What is the best way to handle an Angry type of customer?

• Remain patient and calm to find quick resolution.

• Transfer him to another agent.

• Return anger for his anger so he knows how it feels.

• Threaten to hang up on him.

To create a healthier environment and increase mental focus, increase water and decrease _____.

• snacks

• emotions

• caffeine

• milk

What should you do if a customer is not happy with the resolution available?

• Explain to the customer that company rules do not allow you to comply with his or her request.

• Suggest that the situation was caused by the customer, so the customer is really responsible for fixing the issue himself/herself.

• Offer to remove the person from the company's customer list because of his/her dissatisfaction.

• Attempt to compromise with the customer to find a solution that will benefit the customer and the company.

When a customer does not seem to understand the resolution to an issue, the agent should make sure to avoid _____ because sometimes customers are unfamiliar with the technical terms of the field.

• positive language

• jargon

• synonyms

• negativity

All of these are reasons a conflict might occur in customer service EXCEPT which?

• A customer was not informed about a company's return policy.

• A customer expects a product to perform in a way it won't.

• A customer receives prompt attention to their concerns.

• A customer has a different perception of how a transaction was handled.

What should a call center representative do if an abusive caller does not stop yelling or using profanity?

• Transfer the call to a manager.

• Terminate the call.

• Issue up to three warnings.

• Begin yelling to be heard.

This resolution style involves an individual who tends to ignore conflict, hoping it will go away.

• Compromise

• Accommodation

• Collaboration

• Avoidance

Which of the following might be an effective phrase to use with a difficult customer?

• ''I hope you find what your looking for.''

• ''I'm sorry but I can't deal with this right now.''

• ''Let me see how I can help you with this situation.''

• ''You need to calm down right now.''

If a call center answers 10 calls in a total of 300 seconds, what is the ASA (average speed of answer)?

• 30 seconds

• 20 seconds

• 0.03 seconds

• 10 seconds

Which technology can connect customers to the representative that they previously spoke to by phone?

• Automated caller identification

• Automated intelligent routing

• Quality assurance software

• Quality control routing