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WorksheetsMake every phone call count
Total questions: 12
Worksheet time: 4mins
In phone call checklist, what are the techniques would be used to enhance the phone calling experience?
Be quick
Choose words thoughtfully
Pause
Be memorable
Change the game
In phone call checklist, what are techniques to tackle the high-emotion encounter (angry customers)?
Flex your style
Listen actively
Pay close attention
Be Present
In phone call checklist, how many techniques are mentioned in the cross-cultural conversations?
1
2
3
4
5
Please name all the scenarios mentioned in our phone call checklist
Angry customers' call
To satisfy customers' queries
In cross-cultural conversations
To enhance the phone calling experience
To solve customers' problem
In the Care checklist, how many techniques are mentioned to enhance the phone calling experience?
1
2
3
4
5
In Care checklist, how many techniques are mentioned to tackle the high-emotion encounter?
1
2
3
4
5
To now, how many Care principles are available?
10
11
12
13
14
In phone call checklist, "Pay close attention" is one of the techniques in:
Enhance the phone calling experience
Tackle the high-emotion encounter
Cross-cultural conversations
Make every customer happy
In the phone call checklist, "Change the game" is one of the techniques in:
Enhance phone calling experience
Tackle the high-emotion encounter
In cross-cultural conversations
To make every customer happy
Which Care principles are reflected in "Make every phone call count"?
Think about the blueberries
Feelings > Facts
Get a new pair of shoes
All is correct?
What is the correct understanding about Care & Customer Engagement Cycle (CEC)?
CEC belongs to Care
Care is Engagement Activities and CEC is Customer Excellence Actions
Care is Customer Excellence Actions and CEC is Engagement Activities
What is the name of Phase 2 "Customer Excellence"
Service Awareness
Service Excellence
Service Commitment
All is correct
