MSV - Wasla March 2024

It's been a long day and you're feeling stressed. How do you ensure it doesn't affect your customer interactions?

• Take your frustrations out on the next customer who seems difficult.

• Maintain a professional and positive attitude despite your stress level.

• Briefly explain you're having a bad day and apologize for any delays.

A customer asks a complex question you can't answer immediately. What would you do?

• Offer a generic answer without researching further.

• Let them know you'll research and get back to them quickly.

• Tell them someone else will handle it and avoid further communication.

How would you describe your way in working effectively with your chat team colleagues?

• Rarely communicate and prefer to handle issues independently.

• Proactively share knowledge, collaborate, and support each other.

• View colleagues as competition and avoid sharing information.

A customer is frustrated and using harsh language in their messages. How would you respond?

• Respond in a similar tone to show you're not afraid.

• Acknowledge their frustration and offer calm, empathetic support.

• Ignore their tone and focus only on the issue.

A customer expresses dissatisfaction with a product or service. How would you approach the situation?

• Defend the company and explain why the customer is wrong.

• Offer apologies, actively listen to their concerns, and seek solutions.

• Tell them there's nothing you can do and suggest they contact someone else.

How would you ensure clear and concise communication in your chats?

• Use informal language and abbreviations for faster typing.

• Proofread messages before sending and use proper grammar.

• Avoid asking clarifying questions and assume you understand the issue.

A customer seems hesitant to explain their problem fully. What would you do to encourage openness?

• Pressure them to explain everything quickly for faster resolution.

• Use open-ended questions, active listening, and show genuine interest.

• Assume you know the problem and offer generic solutions.

A customer expresses appreciation for your service. How would you respond?

• Ignore the compliment and move on to the next customer.

• Thank them for their kind words and offer further assistance if needed.

• Boast about your skills and ask for additional compliments.

A customer has a problem you can't solve within the chat platform. What would you do?

• Explain the limitations and end the conversation.

• Offer alternative solutions like suggesting a phone call or email follow-up.

• Ask the customer to repeat the issue hoping for a different answer.

A customer's issue requires further assistance beyond your expertise. What would you do?

• Tell them you can't help and leave them frustrated.

• Consult with a colleague or escalate the issue appropriately.

• Offer irrelevant suggestions without seeking further resources.