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WorksheetsQA: Eanhncmnt Attrbt
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
We are shifting our focus and priority to Customer Experience than Customer Service.
a)
Yes
b)
No
2.
Why are we shifting our focus to Customer Experience?
a)
Customer experience is concerned with the holistic impression a customer forms
b)
Customer experience considers factors such as service quality and Xendit's image
c)
Customer experience tackles the emotional impact of interactions.
d)
All of the above
3.
Why is enhancement attribute important?
a)
They beyond basic performance metrics and address the interpersonal skills and proactive measures that enhance customer satisfaction.
b)
They foster continuous improvement and promote a customer-centric approach among agents.
c)
They involve transactional interactions.
d)
All of the above
4.
How can agent proactively listen?
a)
Take the customer's concern at face value
b)
Read between the lines
c)
Check chatbot or interaction history
d)
All of the above
5.
Empathy and Reassurance work together to meet the customer’s emotional needs upfront
a)
Yes
b)
No
6.
What are tips on how to provide proactive solutions?
a)
Identifying Potential Fraud Risks
b)
Educating on New Features
c)
Appropriate lightness and gentle humor
d)
Assisting with Integration Challenges
7.
It's best practice to be openly transparent and say “That’s not possible.” to customers.
a)
Yes
b)
No
8.
What are our goals in having Enhancement Attributes?
a)
To shift agent mindset and culture to customer-centric and to foster continuous improvement
b)
To give agents a hard time just because we feel like it
c)
To just spice up our CS lives
d)
To strive for perfection
9.
What is the new weight distribution for QA attributes?
a)
Hygiene - 70pts
Enhancement - 30pts
b)
Hygiene - 20pts
Enhancement - 80pts
c)
Hygiene - 60pts
Enhancement - 40pts
d)
Hygiene - 50pts
Enhancement - 50pts
10.
Below is the new QA tiering condiiton:
Tier 1 - >= 90
Tier 2 - >= 75
Tier 3 - < 75
a)
Yes
b)
No
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