DISH_Customer Service Standards_Knowledge Check

A customer is speaking quickly on the call and says that their last name was Cook. How should you verify you have the correct spelling of their name? Select one option.

• "Was that C, O, O, K?"
• "To verify, was that C as in Charlie, O as in Oscar, O as in Oscar, K as in Kilo?"
• "Is your last name Cook."
• Assume you heard the name correctly and do not verify.

During a customer call, you need to speak to a supervisor about a customer's questions. What would you say to the customer to place them on hold? Select one option.

• "Would you mind if I placed you on hold while I spoke with my supervisor?"
• "I have to put you on hold. I will be right back."
• Don't say anyting and place the customer on hold.
• "Sorry I am going to have to call you back later when I have an answer. Is that okay?"

Why might an American customer give a bad review for their customer service experience? Select one option.

• During the call, the agent frequently acknowledged their feelings and asked clarifying questions.
• The agent was able to provide a solution that addressed their needs.
• The agent placed them on a very long hold and did not check in.
• The agent showed knowledge of the products and services, and was able to help them make a well-informed decision.

During a call, the customer seems very angry about the service they have received. What can you say to the customer to let them know that you acknowledge their frustration? Select one option.

• "I am sorry to hear that. I know how bad the people are that work here."
• "We apologize for your any inconvenience. I assure you I will help you solve your issue and provide you with quality service."
• "Well, I am not going to be any better. But we can give it a try."
• "Oh well. I guess you need to purchase another service from another company. But I can gurantee you, it isn't much better."

Jennifer has a balance due of $54.12. How will you tell her that? Select one option.

• Hello Jennifer, your balance is 54 dollars and 12 cents.
• Hello Jennifer, your balance is 54 dollars with 12 cents.
• Hello Jennifer, your balance is 5-4-1-2.
• Hello Jennifer, your balance is 54 point 12.

Louis called in because he was having trouble with his Hopper. What is he calling in about? Select one option.

• Special events or movies that viewers can purchase and watch for a one-time fee
• DISH Network’s brand name for their DVR system
• The monthly payment you make to access premium satellite TV channels and services
• Channels that are broadcast without encryption and can be received without a subscription