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WorksheetsCall Handling
Total questions: 9
Worksheet time: 9mins
What is the right opening spiel?
Hi I am Mary from AMS !
Hi I am Mary
Hi I am Mary from Amazon Advertising Services
Hi I am Mary from Amazon
What are the 6 Quality Elements in a standard Call/Chat Flow Process?
Acknowledgement, Observation, Offer Initial Assistance, Extend Help, State your name and Closing spiel
Greetings Paraphrase, Ask probing questions, Extend help, Offer mobile app and Closing
Acknowledgement, Empathy, Resolution, Check in with Customer, Add Value and Closing
Greetings, Paraphrase, Ask probing questions, Extend help, Set proper expectation and Proper Branding
"How can I help you?" is a sample spiel of...
State your Name
Offering initial assistance
Identify the issue
Extend help
"Don't worry, I'm here to resolve it for you!" is a sample spiel of...
Assuring Statement
Reassuring Statement
For a quality standard Empathy, what is the best response if the Caller says "I AM VERY FRUSTRATED!"
"I know..."
"I am sorry to hear that even if it's not my fault."
"I am sorry to hear that, I'll take care of it"
"I know how it must be really frustrating in your end be rest assured, I am here to help you out".
Towards the end of the call, it is always good to ask for additional Help
true
False
At the end, thank the customer for their time wish them a great day
False
True
Empathy is only for sad statements
False
True
