*RCI - CO Quiz Time

When talking to our guests, there are words or phrases that we must avoid. Instead of saying, “I’m not the best person to help you with that issue,” what do we want to say to our guests?

• Another department handles that. I don’t want to mess it up so let me just transfer you.

• Let me get that information for you.

• Let me research it for you.

• It’s out of my scope of support. Let me get someone who’s an expert.

What’s the best way to tell a guest when you need to call a support department?

• Let me place you on a brief hold as I need to speak to my manager first.

• Let me place you on a brief hold and ask around.

• Let me place you on a brief hold. I will consult with my supervisor who is busy at the moment.

• Let me place you on a brief hold while I research this for you.

What are common scenarios that are related to their business with us? Choose all that apply.

• Bad experience with a previous agent

• Long wait times

• Previously disconnected

• Repeated/recurring issues about their cruise

What are common scenarios that need empathy? Choose all that apply.

• Guest or member of the family lost their job
  

• Bereavement/loss of a family member

• Success in exams/graduation

• Celebration of anniversaries e.g., weddings, birthdays

In customer service, empathy is the ability to have a human interaction with a guest where you would intentionally put yourself in the guest’s shoes to understand their issue and find the best possible solution for them.

• True

• False

Power words are words or phrases you can inject into any situation to improve the customer experience. Which of the following are highly recommended power words and phrases? Choose all that apply.

• Absolutely!

• Definitely!

• I appreciate it.

• I'm not sure!

• Thank you for being our guest!

What’s the best way to respond to a guest when you cannot offer what they want but you have an alternative solution?

• The reason we’re not able to offer this is that… but for now just stay put and we’ll call you back. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now I recommend you to just stick to what we have. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now here’s what we can offer. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now we can have you cancel what you currently have. Is that something you would be interested in?

It is defined as “taking an interest in our customer’s problem, which should motivate us to assist them." What is this concept?

• Sympathy

• Compassion

• Listening

• Empathy

In every call, we like to SAY YES! How do we achieve this? Choose all that apply.

• By being efficient

• By empathizing to our guest

• By offering alternative solutions

• By saying yes to all the requests of our guests

When taking a call, how do you show compassion when greeting our guests? Choose all that apply.

• By speaking casually

• Syncing up to your caller's tone.

• By always addressing our members by their last name

• Being mindful of your tone.