Customer care Department -BON

What is a call wrap-up for? Choose the incorrect option.

• Ensures all necessary changes have been made correctly.

• Give the customer reassurance that we took care of them and their requests.

• Call Control. This keeps your calls shorter and allows you to take more calls.

• Call eval scores to go down!!!

• It helps Emily and Mike verify your saves a lot faster.

Starting your Call Wrap Up with a phrase to indicate that you are getting ready to start the Call Wrap Up process(choose the incorrect option)

• “ Just to summarize the call”

• Just to confirm the changes that we made today”

• “ Lets go over the changes we made to the account together”

• Thank you for choosing Balance of Nature .

The reason the customer called in (complete the words)

(a)  

The customer's next shipment should always be disclosed during Call Wrap Up (something related to the product)

(a)  

True or False: In a customer service call, every call wrap-up should include a phase to indicate that the agent is preparing to summarize the call. Example: 
Example

                           “ Just to summarize”

                                          or 

                           “ just to confirm”

• True

• False