Chat/Email QA

RESOLUTION: Would this situation represent Fully Demonstrated or Not Demonstrated? Let the customer know to respond to their email if they have any further concerns.

• Fully Demonstrated

• Not Demonstrated

COMMUNICATION: An empathy statement needs to speak to which of the following?

• Customer's current problem

• Customer's feelings

• A situation you've gone through

• Being sorry about the situation

GREETING: Would this situation represent a Fully Demonstrated or Not Demonstrated? "Hi this is Alex with Purple!... I'm sorry to hear you're having issues with your delivery, I'd be happy to look into this for you!"

• Fully Demonstrated

• Not Demonstrated

DISCOVERY: Select all requirements to receive a fully demonstrated on "Thoroughly read the customers chat/email".

• Acknowledges, responds & engages to all customer cues

• Finds a resolution

• Asks probing questions as needed

• Doesn't let the customer speak

DISCOVERY: What is the definition of a probing question?

• A question that can be answered with a simple "yes" or "no".

• A question designed to gather detailed information and encourage thoughtful responses.

• A question that focuses on a specific topic or subject.

• A  question used to challenge assumptions and stimulate critical thinking.

COMMUNICATION: I already gave an empathy statement, but the customer keeps complaining, or discussing what went wrong. I should:

• Keep insisting on resolution

• Continue giving genuine empathy statements

• Take notes on details they provide

• Reach out in my team chat to let everyone know someone is complaining

• Acknowledge that their concerns and experience are important to us and you're here to help

COMMUNICATION: Which ways could you promote the Purple brand?

• Shares personal experiences related to any of our purple products.
  

• Builds up our other teams or partners

• Is able to go into details about our products benefits/features, etc. 

• Talks badly about our partners

COMMUNICATION: Would this be considered an example of personalized contact? "I see you live in Wisconsin, I grew up there! How do you like it?"

• TRUE

• FALSe

RESOLUTION: Would this situation represent Fully Demonstrated or Not Demonstrated? Started a process that has already been initiated by another agent.

• Fully Demonstrated

• Not Demonstrated

CLOSE: Would this example get you a Fully Demonstrated or Not Demonstrated for closing? "Thanks again for chatting into Purple today, it was a pleasure to help you. There will be a 3 question survey in your email after this chat, if you would like to fill it out, we would really appreciate it. Have a great day!"

• Fully Demonstrated

• Not Demonstrated