Customer Engagement Operations
Customer Engagement Quiz
Test your knowledge on customer engagement operations with this 20-question quiz! Whether you're aiming to enhance your skills or just curious about best practices, this quiz is designed for everyone.
Key Features:
- Variety of question types including multiple choice and checkboxes
- Focus on anti-discrimination laws, ergonomics, and customer service skills
- Great for professionals seeking certification in customer engagement
The following are different ways to communicate electronically EXCEPT
Email
Social media newsgroup
Instant messaging
Face to face
Which statement best explain the Anti-discrimination legislative
Allow harassment in employment on the basis of race, color, sex, or ethnic origin
Protecting worker from being harm at work
Prohibits harassment in employment on the basis of race, color, sex, or ethnic origin
Protecting workers from injury or death and illness
Which statement best explain the Age Discrimination in Employment Act
Prohibits discrimination against employees 40 years and older
Promotes discrimination against employees 40 years and older
Prohibits discrimination against employee with disabilities
Prohibits the harassment of young employees
The following are good practices for ethical principles except
Acknowledge and respect the organization's rules
Respect an individual's opinions
Avoid discrimination based on age, gender, religion or sexual orientation
Lacks integrity
The following are examples of good ethical attitude except
Keep a safety and healthy work environment
Be reliable
Respect confidential information
Use intimidation and bullying
Playing music in the workplace that promotes hate or hurt of a specific group is
Fair treatment
Equality regardless
Ethical attitude
Workplace discrimination or harassment
What is Net etiquette ?
Guidelines that govern behavior when communicating on the Internet
An unwritten set of codes of conduct regarding the interactions among the members in a business setting
The rules used while feeding, which may also include the inappropriate use of utensils
The codes of practices of people's efficiency in their working environment.
The following are net etiquette rules except
Identify yourself
Use appropriate language
Complete sentences typed in all caps
Respect others' privacy
Explain intranet ?
An application layer protocol that facilitates communication in the form of text
A local or restricted communication network
Symbols or other data in digital form attached to an electronically transmitted documents
The transmission of message over communication networks
Define multi-tasking ?
Allowing a user to perform more than one computer task at a time.
To send someone an instant message
Critically analyzing information and reflecting on the purpose of task
Destroying data information on any electronic system
What is Ergonomics ?
People's efficiency in their working environment measured process of designing or arranging workplace, products and systems
A harmone secreted by the adrenline glands that increases rates of blood circulation
The legal dissolution of a marriage by court
The workplace are designed to secure the health, safety and welfare of people at work
Which is correct about ergonomic requirements for KEYBOARD
Place keyboard in a position that allows the forearms to be distanced apart and wrist bent
Place keyboard in a position that allows the forearms to be close to horizontal and the wrist to be straight
Place keyboard in a position that causes the elbows to be held far out from the side of the body
Place keyboard in a position that allows only for standing while being used
Which is correct about ergonomic requirements for CHAIRS
Adjust the seat higher than the keyboard and mouse
Adjust the seat so that your knees should be straight less than 90 degrees
Adjust the seat tilt so that you are comfortable when working on keyboard
Adjust the seat so that it supports the upper back not the lower back
The following are proper keyboarding techniques except
Sit up straight
Fingers curved and resting on home keys
Feet flat on the floor
Lift feet from the floor
All are key qualities customer contact agent except
Active listening
Competent
Negative attitude
Self advancement
Which best explain adhering to schedule
Agent can be late for their shift
Level to which agent get the job done
level to which agent stick to there schedule
Agent list of task to complete
Which best explain call duration
Amount of time spent speaking on a private call
Amount of time spent talking
Amount of time spent speaking to customers
Amount of time spent at work
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