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WorksheetsDeputy | Inquiry Handling Matrix 3.0 Knowledge Check
Total questions: 10
Worksheet time: 10mins
What are the 3 objectives of our Inquiry Handling Matrix?
Demonstrate Extreme Ownership, Avoid Bothering Customers During Their Busy or Rest Hours, & Prioritize Resolution Over Closure
Demonstrate Extreme Ownership, Changing the way we Interact & Prioritize Resolution Over Closure
Demonstrate Extreme Ownership, Active and Unresponsive Customers, Provide Excellent Customer Service
Demonstrate Extreme Ownership, Prioritize Closure, Avoid Bothering Customers During Their Busy or Rest Hours
This is the type of chat where there is minimal to no response from the customer
(a)
Choose the conditions for Active / Responsive Customers from the below conditions
Customer responds instantaneously
Customer is energetic
Minimal to no wait time
Maximum wait time is 2 mins
When is the best time to send a Start of Day - follow up message to your unresponsive chats from previous day?
9 AM of your local time
Immediately during the start of your shift
9 AM of the customer’s time
Immediately when you remember that you need to send a follow up message to your responsive chats
True or False: You have to turn on "Reassign Replies" whenever you go on break, lunch and coaching.
True
False
When should we send the "Stepping out" Spiel to our customers?
Only after the "Reassign Replies" was turned on before going ON LUNCH, COACHING, MEETINGS or TRAININGS
If we are going on bio break
Only after the "Reassign Replies" was turned on before going Voice
Only after the "Reassign Replies" was turned on during the last 10 minutes of your shift
True or False: We should be using the suggested spiels only. It must not be altered or change in any way to ensure that our responses are uniform.
True
False
What should we do if the customer reopened the chat and gave a feedback that they have a new or additional inquiry.
Return the chat back to the owner
Assign the chat to the next TM in the Manual Case Assignment Tracker
Escalate to the TL/POC
Assign to Tier 2
True or False: Duplicate chats must be closed immediately by the TM.
True
False
True or False: If the customer reopened the chat and gave a feedback that the original issue is still not resolved, we must assign it back to the initial TM in order to give him/her a chance to continue on resolving the customer’s issue.
True
False
