Concierge Assessment 2
Concierge Assessment Quiz
Welcome to the Concierge Assessment Quiz! This quiz is designed to test your knowledge of the protocols and procedures necessary for effective communication with clients in the BCSG Residential and Commercial sectors.
- 11 thought-provoking multiple-choice questions
- Assess your understanding of operational guidelines
- Improve your customer service skills
If Strata Plan/OC/Address shows "BCSG Residential" as the OCM name, you should transfer the call to
OCM - by looking at Compliance Register > Key Documents
BCSG Commercial Team
Geelong Team
RESCOM
BCSG Commercial properties should be transferred to OCMs?
True
False
Call Log Notations : "Caller would like to talk to OCM - Transferred call to OCM" ---> Is this a good notation?
Yes
No
Workload Report - what is to formula used to calculate the total AHT/day?
=COUNTIF
Pivot Table
=SUM
=AVERAGE
Which metric in the Weekly Stack Ranking gives the most weight? (Multiple Answers)
Service Availability
Serviced Calls
QA
Attendance
Where to send emails for "BCSG Commercial" properties
Commercial@bodycorporatestrata.com.au
Oc@bodycorporatestrata.com.au
OCM's personal Email
None of the above
How to improve your QA score? (Multiple answers)
Saying "please" and "thank you" when requesting for something from the caller
Transferring the call to the right OCM/department
Following Proper Hold Procedure
Avoiding "fillers" when you speak
Should you provide the "personal" phone numbers of OCMs when they ask?
Yes
No
Caller is asking for updates regarding OC Certificates. As Concierge, you should...
Advise Caller that he/she needs to send an email to occerts@stratalab.com.au
Advise Caller that he/she needs to send an email to oc@bodycorporatestrata.com.au
Ask Johann on Skype for Updates of OC Certificates
Advise Caller that he/she needs to talk to the OCM
What if caller is providing an address not showing in Strataport?
Probe further
Transfer the call to any available OCM
Send an email to feedback@bodycorporatestrata.com.au
Advise caller Address is not found in our system and most likely not part of BCSG
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