Complete the sentence: "Demonstrating empathy should always be combined with...

... an action focused on problem resolution.

According to the new flowchart for the link micro, if the camera is not in hand with the customer. What should we do?

Perform a camera health check on mantis!

A customer is angry because he busted his photo limit 2x this month.

Recommend him personalized settings to prevent this in the future., Check if there is a plan that suits better his needs.

Which statement could be associated with an abusive customer?

You are the worst agent who I spoke with!

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Test your Knowledge - 2021

10 termsStudBud Administration87 plays

In the last months, you have learned more about new procedures, customer care, troubleshooting and handling tricky situations. Let's see what you remember from all those sessions!

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Questions 10

Answers

1
There is a sale opportunity in each customer interaction.
True
False
2
Complete the sentence: "Demonstrating empathy should always be combined with...
... a compliment.
... a free month of photo transmission."
... an apology."
... an action focused on problem resolution.
3
Most of the hunters hunt for the trophy.
False
True
4
In procedure flow, this shape represents ...
Ask a question
Perform Step/ Actions that need to be taken
End point/ End of the flowchart
Critical step
5
According to the new flowchart for the link micro, if the camera is not in hand with the customer. What should we do?
Inform the client to do troubleshooting on his own using the support page?
Update the firmware!
Perform a camera health check on mantis!
Call us back when you have the camera?
6
Which of these are valid PCI information?
First Name
Last Name
Postal Code
Case ID
7
A customer is angry because he busted his photo limit 2x this month.
I should transfer him to L&R since he's angry.
Recommend him personalized settings to prevent this in the future.
Reset his photo plan and then let him go.
Check if there is a plan that suits better his needs.
8
We should not log call when the client is calling to inquire about the products (not a customer yet)
False
True
9
What are the examples to demonstrate good investigation skills?
Check history in Mantis & Salesforce
Take full advantage & ask questions that the camera is with the client
All of the above
Use the 5 W rules? Why-Who-When-What-Where
10
Which statement could be associated with an abusive customer?
Your products are junk!!!
I want to speak with your manager!!!
You are the worst agent who I spoke with!
I should burn this camera!!!

Test your Knowledge - 2021 Flashcards | StudBud