Exam

How can we effectively address customer issues and ensure they feel listened to?

• Be empathetic.

• Ignore them

• Insult them.

The main importance of teamwork is

• Know who is better.

• Collaboration.

• Not helping at all.

What should be done with customer data?

• It must be handled confidentially.

• Steal them

• Publish them.

How should you handle an angry customer?

• Tell them to "shut up."

• Calm them down and speak to them respectfully.

• Hang up the call

What is the correct way to log a complaint in a call center system?

• Enter accurate and complete details about the situation, including what the customer reported.

• Only the phrase "angry customer" should be written, with no additional

• Omit the record if the complaint was resolved during the call

Why is it useful to have a list of FAQs?

• The prevention of excessive discussion by agents

• To quickly answer common questions.

• Eliminate the need for training

A customer calls to ask if gluten-free bread is available. What type of call center would handle this?

• Blended with written messages only

• Inbound

• Outbound

Which of these actions helps prevent burnout?

• Taking work home

• Getting enough sleep, taking breaks, and asking for help when needed.

• Avoiding talking about how you feel

Which tool allows you to access customer information?

• CRM

• Headphones

• Personal Messaging Apps

What are the benefits of good time management in a call center?

• Longer wait times

• Stress reduction

• Stop the agents from working together