Weekly Quality Meeting
Weekly Quality Meeting Quiz
Test your knowledge on quality assurance practices in customer service! This quiz is designed to evaluate your understanding of indirect questions, emotional intelligence, attentiveness, and proper customer support protocols.
- 10 engaging questions
- Multiple choice, checkboxes, and text responses
- Instant feedback on your answers
What is considered as an indirect question?
What is your name?
Is your name .... correct?
May I know your name?
Your name please?
Why do we offer further assistance?
Please check on all the correct answeres
To demonstrate wiliness to support
Because it is requested by the quality
As a reminder if we forgot anything else
To finish the call
As a confirmation that we addressed the first required support
To show the caller that we have assisted them already
Select all the requirments in the following call scenario:
A new owner of Al Falah 2 called in to report that the AC in the living room isn't fun
Apologize to the customer
Ask since when the issue has started?
Ask if there are any other issues?
Ask if they are the owner or not
Check the AC in the other rooms
Recap with the customer, (Living room AC is not functional and Garage lights flickers)
Ask them if they have reported the issue before?
Tell them everything will be alright
Tell them that you have registered the request and that is all what you can do
Tell them their concern will be addressed and ask if there will be anything else to assist with?
What is EI (Emotional Intelligence)?
Ask Hakim, he keeps repeating it
Do demonstrate that we hear and understand customer's frustrations
To be polite and apologize for our lack of contructions
To empathize with the customer
To grant 100% in quality scores
Why should we paraphrase and confirm understanding?
Because we cannot be certain that caller's explanation is perfectly clear
Because we should be efficient in the call and not risk proceeding with an unclear request
What is attentiveness?
It is the attention to provided details in the call
It is the accuracy of agent in the call
It is the agent's capability to acquire data from the first opportunity
It provides confidence to the caller that we are professional and efficient at what we do
Will it be a fatal mistake if I didn't leave a note in a SF case the caller is calling to follow up?
True
False
Do I have to demonstrate empathy with the caller on EVERY negative or positive incident recited during the call?
True
False
Does the quality evaluates also the call AHT?
True
False
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