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How might a business be able to find out if its customers are satisfied with its services or products?

• Conduct a year-long case study.

• Conduct a customer satisfaction survey.

• Interview each customer individually.

• Call the customer at home the night they've purchased the product.

AH would like to know if they can create multiple account. What would be your best response?

• Esc to Tier 1 bucket

• Inform the customer that they can add multiple account as many they want

• Esc to CS Group

• Explain to the AH that they can add multiple account as long as each business has its own EIN,

Which is the definition of customer service quality?

• Providing empathetic listening

• None of the answers are correct

• Recognizing that the client knows best

• Meeting or exceeding customer expectations during each customer encounter for purchases, inquiries and complaints

Which of the following behaviors must be avoided when conversing with the AH.

• Interrupting the AH when they are speaking

• Having the AH finish their statement before speaking

• Asking for the AH's permission when placing the call on hold.

• None of the above

Where should you enter the "Contact Reason' when the Ah calls in with an inquiry?'

• Confluence

• Zendesk

• Admin Tool

• Onboarding Tool

What is the purpose of a probing question?

• To solicit a ''yes'' or '~no'' answer

• To verify information

• To dig deeper for more details

• To get the answer you want

Which of these is an example of an open-ended question?

• Are you willing to answer a few questions after this call?

• Do you like your new television?

• Can I interest you in an extended warranty?

• What other brands did you consider before purchasing?

The account holder is having an issue accessing the Novo account because the old phone number was registered in the Novo account. What department should this be transferred to.

• Novo Dep Ops

• CS: Accounts

• Escalations/ Complaints

• None of the above

You’re having trouble understanding what the customer is asking for. What do you do?

• I ask clarifying questions until we’re both on the same page.

• I try to guess what they want and answer accordingly.

• I tell them I don’t understand, and to say it better.

• All of the above

When a customer lost a card and wanted to close an account what you should have done?

• Freeze the card, and reissue a new one and do a close request

• Do nothing for now since it was lost

• Freeze the card to avoid more fraud transaction, try to persuade the customer not to close an account and ask the reason as well, and request for closure if the customer still want to proceed

• Request for closure of the account right away