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WorksheetsCS Assessment #1
Total questions: 10
Worksheet time: 14mins
When was Lazada Philippines launched?
May 2012
March 2012
June 2013
May 2014
What are the countries launched in 2012?
Philippines
Singapore
Malaysia
Vietnam
Thailand
When was the buyer mobile application launched?
June 2014
June 2013
July 2013
March 2012
What are the identity of a customer service representative?
Source of information and resolution
Knowledgeable
Escalate unresolved issues to the inappropriate internal teams
Take ownership of customer issues
What are the rules when creating an email?
Write clear and concise messages
Write long sentences
Use proper grammar
Conduct a spell check of your messages
Good service is concise, filtered, and geared towards resolution while bad service is wordy and has factors that would not contribute to resolution is not filtered out.
True
False
Positioning skills refer to how an idea, thought, concern, problem, issue, action or resolution is strategically expressed to a customer
True
False
The way we communicate a thought to the customer has an impact on how he/she would perceive the situation.
Positive Scripting
Positioning Skills
Negative Scripting
“Thank you for calling Lazada Philippines. This is (name), how can I help you?” What kind of spiel is this?
Opening
Customer Verification
Probe
Closing
What are the Daily tasks and Responsibilities of being a CSR?
Help customers with complaints and questions
Acknowledging and resolving customer complaints
Unprofessional attitude toward
customers at all times.
Maintaining a positive, empathetic and professional attitude toward
customers at all times
Ensure customer satisfaction and provide professional customer support
