WorksheetsHandling difficult conversations
Total questions: 12
Worksheet time: 60secs
After accepting a call, what is not important to say to a customer?
Good morning/afternoon/evening/Hello
Thank you for contacting MATCHES
You're speaking with {your name}
How can I help you today?
What's the weather like where you are?
What is the minimum number of security questions we should ask a customer who is trying to gain access to an account or an order?
2
12
4
3
7
Match the following
Acknowledge the customer's _
Feelings
Use the customers _ at least twice
Name
Repeat their _
Query/Complaint
Actively _
Listen
Instead of excessive silence or "dead air" during a call, we should fill this with:
reciting the phonetic alphabet
putting the customer on hold
invisible nods
singing
small talk
When dealing with an angry customer, we must _
be defensive
transfer to a manager immediately
hang up without trying to assist
When dealing with a rude customer, it's important to focus on the (a) We must not focus on the (b)
If a customer is venting, we should
listen
interrupt them
hang up
yawn loudly
A customer has been cursing and using offensive language from the start of your call. Match the actions to the order of steps we should take them.
Step 1
Interrupt the customer
Step 2
Advise you'll help if they stop cursing
Step 3
Confirm with customer they understand
Step 4 - if they continue cursing
Advise you will terminate the call
Step 5 - if they still continue cursing
Inform you are terminating the call
When it comes to assisting an anxious customer, we must:
Show (a) Acknowledge (b) Be (c)
If a customer contacts with regards to an issue or concerns, it's our responsibility to:
Seize the opportunity and snack on it.
Seize the opportunity to give the case to someone else.
Seize the opportunity and act on it.
Seize the opportunity to tell the customer to call back later.
After a disappointed customer has shared their feedback with us, what can we do to ensure it is passed on to the relevant departments?
Share the feedback in the relevant Slack Channel
Choose the correct XCase Reason Category
Change record type and tag the relevant team(s) in SF
There's nothing we can do, it's not our problem.
Rearrange the order of the sentence, to close your phone call.
Is there
anything else
I can
help you with
today?
