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WorksheetsDyson Way Training
Total questions: 10
Worksheet time: 6mins
What does EMEA stand for?
Eurasia, Middle East and Africa
Europe, Middle East and Africa
Europe, Middle Europe and Asia
Europe, Middle East and Asia
Our EMEA Customer Service teams interact with an Owner every
5 seconds
10 seconds
15 seconds
2 seconds
This new scorecard will help us improve
Our NPS
First time resolution
Our AHT
The owner's experience
What is considered as a Quality Autofail (QAF)?
Advising the customer to call us back later if he can't do VSE
Informing a customer about the Demo Store opening hours without opening a case in SF
Not offering collection on request (ESD) for an RTB
Not using Resolve for a Troubleshooting call
What are the initials of the new Quality Scorecard Sections?
CARE
DARE
AWARE
REPAIR
A worrying call will be considered as a Quality Autofail
True
False
The new scorecard will implement
Different score criterion for every channel (SM, Call, Chat, Whatsapp, Email and Marketplaces)
A consistent score method adapted to all the channels
A new scoring system correlated with NPS
A lot of changes to solve an issue without using Resolve
Choose the correct answer
When we solve an issue 3rd time round, NPS increases
When we solve an issue 2nd time round, we have more Passives than Promoters
We have more detractors when we solve an issue 1st time
NPS decreases significantly when we solve an issue 3rd time round
The new scorecard target is
70%
75%
80%
85%
This training was about...
The V12 Slim
Understanding the new Quality Scorecard
Creating a consistent Customer Service Experience thanks to the new scorecard
