What are the 4 advantages of a knowledgeable and confident agent?

Increased customer satisfaction & loyalty

Select all that applies: What are the Three Key Elements Of Customer Service?

Expand your definition of Service.

Develop a Customer Friendly Approach

Applying Discounts to loyal customers

All of the following are elements of Emotional Intelligence (EQ) except: (Select the incorrect combination)

C) Social Skills and Self-Regulation

Select all that applies: What are the elements of Emotional Intelligence?

Self-Awareness & Self-Regulation

CS Part 1

Authored by Trudy Edwards

English

Professional Development

CCSS covered

Used 21+ times

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16 questions

Show all answers

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Select all that applies:
What are the 4Ys of itel?

Family

Reliability

Integrity

Quality

Personality

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which term best fits the following definition:
A third –party entity that represents another business or company, in which large numbers of phone calls are handled.

Customer Service

Contact Center

Team Meeting

New Hire Training

The primary function of a contact center is providing personalized experiences to the customers by executing inbound as well as outbound communication with customers and prospective clients.

True

False

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

One person CANNOT have a significant impact on both the speed of answer and the quality of service received by a customer.

True

False

Select all that applies:
What are some characteristics of an effective Team?

Talented Members

Constructive Interpersonal Systems

Constructive External Relationships

Same Personalities

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Select all that applies
Some KPIs used within a contact center are:

Average Handle Time

Occupancy Rate

Service Levels

Interactive Voice Response

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A Customer is a party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

True

False

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CS Part 1

Select all that applies:
What are the 4Ys of itel?

Which term best fits the following definition:
A third –party entity that represents another business or company, in which large numbers of phone calls are handled.

The primary function of a contact center is providing personalized experiences to the customers by executing inbound as well as outbound communication with customers and prospective clients.

One person CANNOT have a significant impact on both the speed of answer and the quality of service received by a customer.

Select all that applies:
What are some characteristics of an effective Team?

Select all that applies
Some KPIs used within a contact center are:

A Customer is a party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

Miss Toni Ann who is the front office clerk is considered as an external customer to itel.

Which term best describes the following definition?
Providing a quality product or
service that satisfies the needs/wants of a customer and keeps them coming back. Customers can be internal or external; but both should be offered the same quality service.

Select all that applies:
What are some characteristics of Excellent Customer Service?

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for English

CS Part 1

Select all that applies: What are the 4Ys of itel?

Which term best fits the following definition:A third –party entity that represents another business or company, in which large numbers of phone calls are handled.

The primary function of a contact center is providing personalized experiences to the customers by executing inbound as well as outbound communication with customers and prospective clients.

One person CANNOT have a significant impact on both the speed of answer and the quality of service received by a customer.

Select all that applies:What are some characteristics of an effective Team?

Select all that appliesSome KPIs used within a contact center are:

A Customer is a party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.​

Miss Toni Ann who is the front office clerk is considered as an external customer to itel.

Which term best describes the following definition?Providing a quality product or ​service that satisfies the needs/wants of a customer and keeps them coming back. Customers can be internal or external; but both should be offered the same quality service. ​

Select all that applies:What are some characteristics of Excellent Customer Service?

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for English

Select all that applies:
What are the 4Ys of itel?

Which term best fits the following definition:
A third –party entity that represents another business or company, in which large numbers of phone calls are handled.

Select all that applies:
What are some characteristics of an effective Team?

Select all that applies
Some KPIs used within a contact center are:

A Customer is a party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

Which term best describes the following definition?
Providing a quality product or
service that satisfies the needs/wants of a customer and keeps them coming back. Customers can be internal or external; but both should be offered the same quality service.

Select all that applies:
What are some characteristics of Excellent Customer Service?