Day 3 PSR+ Recap
Authored by Marco Zanotto
Professional Development
Professional Development
Used 3+ times
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7 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customers displaying negative emotions should be immediatly escalated
True
False
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
We can deal with angry customers by...
Shouting back
Allowing them to vent
Asking why 5 times
Pressing hold
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When should try to follow up bad news with...
An apology
Ending the call
Suggesting a positive resolution
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If a customer is transferred to you and is unhappy, I should raise a complaint...
True
False
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
All signs of dissatisfaction should be recorded on an account?
True
False
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
If the resolution to a customers issue cannot be resolved by you, you should...
Raise a complaint and pass it to another department
Don't raise a complaint and pass it to another department
Raise a complaint and escalate to a resolver
Raise a complaint and tell the customer to call back the correct number.
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Which of these are not "berries"?
Strawberry
Cucumber
Banana
Cherry
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