WorksheetsBGS Quality Assurance
Total questions: 9
Worksheet time: 5mins
Hi, yesterday I withdrew some money and it hasn't reflected.
When and how did you make the deposit?
Please provide us with your full names, ID number and contact number so that we can assist.
Please provide us with the amount you have withdrawn along with your personal details so that we can assist?
Withdrawal process takes up to 24-48hours but please send us your Hollywoodbets account number so that we can check.
Effective probing is asking relevant questions to get clarity on the query?
True
False
John is online with Palesa and he asks to be transferred to Sipho who had been assisting him earlier
Palesa should take down John's details and advise that Sipho will contact him as soon as he is back?
Palesa should inform John that Sipho is unavailable for now and proceed to help the customer?
Palesa is not aware of the conversation between Sipho and John therefore she asks the John to stay online until Sipho is available.
Palesa should transfer the call to the supervisor?
When interacting with a customer, it is important that you:
Use abbreviations
Remain friendly yet professional throughout the call or chat
To stay positive throughout the call or chat
Answer some of the customer's queries
Responding to a customer, using capital letters is necessary if the customer keeps asking the same question?
True
False
Which would be an appropriate greeting?
Hi John
Hi John, Thank you for contacting Hollywoodbets
Hi there, thank you for contacting Hollywoodbets
The importance of proofreading:
To identify any spelling and grammatical errors
To check if you have addressed the customer by name
To ensure clarity of the message
It is unprofessional to .......when interacting with customers
use slang words
speak over the customer during a call
be polite
Eat or drink during a call
Reading the customer's query twice is a waste of time
True
False
