ASG CE Quizz

Mrs. Chantary is a single mom, let's show her our empathy

• I'll be happy to assist you with your request, may I please have your name?

• I'm so so sorry, wish I could do more but at this moment I can't

• I see where you're coming from being a single mom it's difficult, let me work on your account and help you out the best way possible

• Mrs Chantary, no problem at all, let's call 211 and they will help you out.

Mr Gonzales's mother passed away let's show empathy

The customer says you don't understand her issue what do you do?

• continue saying "I do understand"

• Say I'm VERY SORRY"

• Modify your empathy and take action to help

• Place the customer on hold

Choose the best empathy statement for: Mr. Lee who was sick for two weeks, but want's an extension with $0 down.

• I'm sorry about that, no problem I will check my system now

• I see Mr. Lee however my system shows the minimum is $50

• Mr. Lee, what you need to do is contact 211

• Mr. Lee, I realize you're going trough a really difficult situation, I hope you get better soon, now here is what we can do(...)

Carla Promt, said she needs help with her payment, type in a willingness to assist statement.

Carla from SVC transferred the call to you. Choose the answer you consider it acknowledges the customer's escalation.

• Thank you for holding on the line, My name is... how can I help you?

• Thank you for holding, I understand you're looking to speak with a supervisor in regards to...

• This is Luis, account supervisor, why do you want to speak with a supervisor?

• Thank you for calling TXU energy what can I do for you today?

Type in an empathy statements for Mrs. Callan who doesn't have electricity and she works from home.

The statement "This is the only thing I can do" is it a positive statement?

• YES

• NO

• MAYBE

• IT DEPENDS

What is the first thing you offer when the customer can't pay anything but doesn't want the electricity disconnected?

• Call back

• 211

• Self-service tools

• An exception

Saying sorry it's enough to show empathy

• YES, but not always

• That is a big NO, I don't get my points under empathy

• Maybe, some customers accept it

• YES of course, that's the only thing I do to show empathy