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WorksheetsDigital Care
Total questions: 8
Worksheet time: 6mins
What do we aim for a customer digital experience to be?
Assist as many customer at once.
Providing quick resolution.
Customer Satisfaction, Speed, FCR.
Select all task that are urgent and important?
Planning
Deadline driven
Dealing with junk mail
Emergencies
Digital multitasking can lead to a decrease of up to 40% in productivity.
True
False
Which of the following should you rank as first priority?
Customer Email Escalation
Mandatory Client Training for New Process
Email Follow Up & Escalation Chat
Chat Window Chimes
What are the rules to keeping sane amongst multiple chats?
Communicate and Be aware of your limits,
Be organized,
Personalize and Prioritize.
All of the above
None of the above
How can you personalize your interaction?
Avoid acing like a robot; Treat each customer as an individual.
Shortcuts are helpful. They should always be used.
Understand how to execute protocol as it relates to escalations and assistance.
"In just a few clicks, I can get exactly the answers I need." This is an expectation a customer expects through digital care.
True
False
What type of customers can we expect using digital care?
(1) Lifestyle
(2) Ages over 60
(3) Choice
Answer 1&3
Answer 2&3
