White-Glove Customer Service Quiz VO

Temco Location: (ex: Temco San Diego, Temco Valencia, Tracy MDO, etc....)

What does White Glove Customer Service mean?

Surpassing clients' expectations by prioritizing their needs, genuinely caring about their success, personalizing their experience, and solving for issues before they arise

Making sure the appliance is clean and that we wipe it with a white glove

That we are an expensive fancy service

None of the above

What are the different metrics that indicate how well we are performing?

How fast we finish

Team back, Ontime delivery, and Completion %

That nothing is damaged too much just a little

On-time delivery, Team back score

Adjust based on your emotional intelligence means…

That you need to act “Intelligent” all the time

That you should adjust the way you behave based on the situation and emphasize with the customer.

That people expect you to use complex words when you speak

What does the M in S.M.I.L.E. Stand for?

Make the Pre-Call

Maintain customer trust

Maintain your space cushion

Which is not an appropriate response when trying to deescalate an angry customer?

What we can do is…

I don’t know

Let me find an expert to help answer that

Which aspect of Emotional Intelligence can help you see a customer’s problem from their point of view?

Empathy

Self-Regulation

Social Skills

The process of communicating nonverbally through conscious or unconscious gestures and movements is called…

Telepathy

Signaling

Body Language

Which of the following is not a strategy for deescalating an angry customer?

Do not take the anger personally

Repeat concerns

Promising another team will come back to fix it today

Which below is the most important Key Performance Indicator for measuring success as a Master Technician?

Completion %

Team Back Scores

On-Time %

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White-Glove Customer Service Quiz VO

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