Touchpoint5

Which of the following voice attributes should you adopt while making calls?

• Thoughtful

• Manipulative

• Playful

• Empowering

If a caller starts talking about your accent and asks if you know a certain area. How would you respond?

• Start discussing your accent with the caller

• Respond politely and redirect the interaction back to the topic

• Inform the caller that you cannot answer this question

• Drop the call

A user is unable to make a payment for their reservation. Which of the following questions you might ask to keep the discussion targeted?

• Which payment method are you using?

• Which message are you receiving when you try to pay?

• Can you please explain the whole thing from the beginning?

• None of the above

Why is using the correct tone important for call handling?

• It supports us in creating a bond with our users

• It supports us in maintaining control of the call

• It enables us to empathize with our users

• It allows us to dominate the user

Which of the following tone attributes should you depict on a call?

• Sound encouraging

• Sound judgmental

• Sound warm

• Sound fun