Service Quality Refresher - Interaction Handling Calibration Quiz PM
Service Quality Interaction Handling Quiz
Test your knowledge on interaction handling calibration and service quality with our comprehensive quiz. Designed for professionals in customer service, this quiz will help you assess your understanding of essential protocols and effective communication strategies.
Participate to discover:
- The principles of interaction handling calibration
- Effective techniques for handling difficult customers
- Key differences in upselling and cross-selling
- Best practices for resolving customer issues
What is interaction Handling Calibration activity
It is when the agent’s calls are being monitored as they are assisting the customer.
Where agents are observed and scored based on their performance and the quality of their interaction with customers.
It is where the quality of service of inbound and outbound agents are assessed on the guidelines and standards provided.
When agent's performance is being scored based on role-play scenarios
What is the passing mark for Interaction Calibration Handling?
80%
85%
70%
75%
How long can you put a customer on hold if you need to refer to your team lead/supervisor/colleague?
1 minute 30 seconds
2 minutes
1 minute
30 seconds
How do you close a call with a customer?
Offer further assistance, wish them a good day
Wish them a good day
Thank them for calling Talk2Us
Offer further assistance, thank them for calling Talk2Us, wish them a good day
How many scoring categories are there in the interaction Handling Calibration form?
6
5
4
7
What is empathy?
The ability to understand the customer's feelings
Feeling sorry for the customers
Acknowledging the customer's frustrations
The opposite of sympathy
How to deal with difficult customers? (I) Stay calm, do not mirror customer’s tone & behaviour (ii) Tell them nicely that it is not a good behaviour to yell at us. (iii) Validate their feelings to calm them down (iv) Tell the customer that using profanity will not solve their problem (v) Inform the customer that we are unable to help if they continue to curse.
A) I, ii, iii, v
B) I, ii, iv, v
C) I, iii, iv, v
D) All of the above
What is the difference between upsell and cross-sell?
Their names are different
Upselling is convincing a customer to upgrade their services, and cross-sell is recommending to add on to their current service
Upselling is selling something a customer might need, and cross-sell is selling a different product instead
Upselling is convincing a customer to buy something more expensive, and cross-selling is convincing customers to buy more than what they had planned on
A customer informs you that they are experiencing slow internet speed. What do you do?
Check customer quota, troubleshoot, ask customer to check speed, offer further assistance, end call.
Take ownership of the issue, create ticket, offer further assistance, end call
Take ownership of the issue, ask customer to check speed, check customer quota, troubleshoot, take customer’s details, create ticket, offer further assistance, end call.
Troubleshoot, create ticket, end call
A customer is interested in applying for broadband services. They chose the Dream 100 with 900GB plan for a family of 4. As you were showcasing the product, their daughter says they are also interested in applying for Wish 50 postpaid for when they are at university. However, the customer is unwilling to bundle as they do not wish to spend more than $100 Per month. What can you suggest to the customer?
A)Have the customer bundle Dream 100 900Gb with Wish 6GB for $92.
B) Have the customer bundle Dream 50 300GB with Wish 50GB for $98.
C) Have the customer bundle Dream 100 500GB with Wish 25GB for $88.
D) Have the customer bundle Dream 200 500GB with Wish 15GB for $80.
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