Font size
WorksheetsCCP104: Weeks 1-7
Total questions: 10
Worksheet time: 5mins
Customer service is defined as:
The ability to provide goods and services to a customer.
The ability of knowledgeable, capable and enthusiastic employees to deliver products and services to satisfies a customer's needs.
The ability to distinguish between a customer's needs and wants and to satisfy the needs of the customer above all else.
The ability of an employee to work enthusiastically with the customer to find a suitable and fair solution using their vast knowledge and capabilities.
Service is measured in all of the ways except one:
Employee feedback
Word of mouth
Sales and profit metrics
Service audit
Social media is a key tool in the contact centre environment. It's main benefits are which of the following? Choose all that apply
It's cost effective
It's more personal
It allows for easier access to customer information
It allows for real-time responses
IS is a system: _______________ (Select all that apply)
that process or interprets information
which stores and retrieves information
composed solely of computers and other technologies
composed of both people and computers
Information technology is:
the study or use of systems for storing, retrieving and sending information
a database model that consists of tables, fields and records
a system that processes or interprets information
all of the above
Knowledge Management refers to:
a computerized database used for sending information
the process/tools used to analyze, store and disseminate its intellectual capital
managing knowledge
none of the above
Traditional contact centre technology includes which of the following? Select all that apply
Written letters
Voice over internet protocol
Text messages
Which of the following is not a part of a call?
Closing
Solutions and sales
Greeting
Customer service
Which actions should be taken when attempting service recovery? Select all that apply
Listen and apologize
Negotiate
Explain your side of the story
Use empathy to see from the customer's point of view
What is a coaching culture?
Where managers have one-on-one conversations with agents to course correct behaviours to improve quality of service.
Where agents get continuous constructive feedback from the Quality Listening department to ensure all are representing the company in a predetermined way.
Where all members can fearlessly engage in candid respectful conversations with the aim to improve working relationships and performance.
Where agents make suggestions to team leaders regarding how to handle, change or rectify policies and procedures already in place.
