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Care Techniques Part 2

Authored by Shutterfly Training Team

Professional Development

Professional Development

Used 8+ times

Care Techniques Part 2
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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following best describes a polite and professional response during a call?

A. I don’t know what’s going on, you’ll just have to wait.

  • B. I’m sorry for the inconvenience, let me look into it for you.

  • C. That’s not my problem, I can’t help you with that.

  • D. You should have checked the website before calling.

2.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

When a customer is upset, an agent should maintain a ____ tone and offer solutions.

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True or False: An agent sighing during a call is an example of professional behavior.

TRUE

FALSE

4.

MATCH QUESTION

1 min • 1 pt

Match the following actions with their corresponding description:

Polite and professional

Sighs and says, ‘I don’t know.

Empathetic response

I’m sorry you’re experiencing this. Let me help.

Unhelpful and dismissive

That’s not my responsibility

Unprofessional and rude

Please hold while I check on your request.

5.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

An agent should end the call by offering further assistance and using a ____ phrase, such as "Have a great day!"

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should an agent do if a customer expresses frustration during the call?

  • A. Ignore the customer’s frustration.

  • B. Match the customer’s negative tone.

  • C. Express empathy and offer a solution.

  • D. End the call quickly to avoid further conflict.

7.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

Politeness can be shown by using words like "please" and ____.

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