SFLY CCI CARE Techniques Assessment

A customer is asking for "general" shipping information for a particular brand; where would you first go to find the answer?

• Google

• Your Manager

• SFLY FAQ page

• USPS/DHL/UPS/FedEx Website

What is the best way to respond to an angry customer?

• Answer their question directly and to the point

• Tell them they are being rude to calm down, and then answer their question

• Let them know you understand their frustration, apologize, and then answer their question

• Say sorry and give them a discount or a gift

A customer reaches out about their employment status. Which KB article will you pull up to help them?

(a)  

What is the primary goal of proactive engagement in customer success?

• To sell more products to customers

• To address potential issues before they arise

• To wait for customers to contact you with issues

• To reduce the workload on customer support teams

When expressing empathy, you might say, "I understand how (a)   this must be for you."

Which of the following is the most appropriate response when a customer mentions receiving a damaged product?

• "I am very sorry for the damaged photobook that you received. Let’s work together to make this right as quickly as possible."

• "That’s unfortunate. Let’s get this fixed."

• "I’m sorry you’re unhappy, but mistakes happen."

• "You can return it if you want."

To acknowledge a customer’s question or concern, an agent could respond with, "Thank you for bringing this to my attention. Let’s (a)   together to find a solution."

Match the following statements with the correct care technique:

• "I can see why this would be upsetting."

• 
  Acknowledge

• 
  "I’m very sorry for the delay with your

• Apology

• "Let’s make sure this issue is resolved

• Empathy

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

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

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

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

• You should have checked the website before calling.

Match the following actions with their corresponding description:

• 
  Sighs and says, ‘I don’t know.

• Unprofessional and rude

• 
  I’m sorry you’re experiencing this. Let

• 
  Unhelpful and dismissive

• Please hold while I check on your reques

• Empathetic response

• That’s not my responsibility

• Polite and professional