WorksheetsFoundations ~ Day 1 Review
Total questions: 15
Worksheet time: 8mins
What are two of our 10 things?
Batman had Robin, Thor had Rocket
Learn unlearn, fail but fail fast
It's a great place here, we should all help
Where was 24-7 Intouch founded?
Vancouver
Las Vegas
Regina
Toronto
What are 2 of the most important KPIs at 24-7 Intouch?
AHT and FCR
AHT and LOB
LOB and PCI
What does PCI stand for?
Privacy Card Illustration
Payment Card Industry
Protocol Change Illustration
Only "trusted" people can access PCI areas?
Yes
No
What is Lyft's mission statement?
To better people's lives with the best transportation
To improve people's lives with the World's best transportation
To help everybody with the best transportation
What does NPS stand for?
Net priority scene
Net promoter situation
Net promoter score
How can we classify our customers based on NPS?
detractors, neutral, promoters
uncertain, picky, satisfied
How is the NPS calculated?
by phone
by SMS
by a survey
What are the three components of the Triple Crown framework?
Resolve, ease and care
investigate, set expectations, solve
What are Lyft's core values?
teamwork, fun, growth
make it happen, uplift others, be yourself
In order to be customer obsessed, do we have to understand our customer's needs and expectations?
Yes
No
What can we control in an interaction?
Event
Response
Is pressing pause a good habit to assume positive intent in an interaction?
Yes
No
What is the name of the platform that is used to record your time worked and segments?
Superpunch
TOM
