Contact Center Services

“My apologies, it may take us a moment to pull out your information. This will only take a moment, may I put you on hold for 2 minutes?”

Which part of the sentence stated the reason for putting the customer on hold?

• a.  My apologies.

• b.  This will only take a moment. 

• c. May I put you on hold for 2 minutes.

• d. It may take us a moment to pull out your information.

Which of the following describes the final chance to make sure the customer is happy with the service an agent has provided and leaves the call with a positive impression of the company.

• a. Acknowledge the customer

• b. Put customer on hold

• c. Proper closing

• d. Returning the call

Giving reassurance is one of the most important messages an agent can provide. What is the example of giving reassurance?

• a. “Let’s see how we can sort this out. May I have your account number please?”

• b. “Would you mind holding for just a moment while I check your account details?”

• c.  “Thanks for your call. It was a pleasure discussing your concern today, enjoy the rest of your day.”

• d. “I can imagine how frustrated you are, and I will do all I can to resolve the issue quickly and to your satisfaction.”

This refers to the customary code of polite behavior regarding professional practice as established in any class for any occasion.

• a. Attitude

• b. Etiquette

• c. Moral

• d. Value

Which of the following statements BEST demonstrates empathy to the callers?

• a.  “I’m sorry to hear that, unfortunately I can’t help you with this.”

• b.  “I can imagine how frustrated you are. Do you mind if I put you on hold for a moment?”

• c.  “I’m sorry you are having this problem, that would certainly frustrate me too. Let’s see if there is anything we can do to help the situation.”

• d.  “My apologies. That seems to be outside of my area of expertise. Would it be alright if I transferred you over to a specialist that can look into this?”

An agent is the company's frontliner, therefore it is important to keep a positive and professional corporate image. The following shows professionalism in the workplace, EXCEPT:

• a. Wear work-appropriate attire in the workplace.

• b.  Maintain a helpful and positive attitude toward callers.

• c. Be defensive in every issue and match a customer’s behavior.

• d. Provide prompt responses to show customers that their time is important.

To fully understand the issues, an agent should listen to what the customer has to say, follow the conversation, and respond appropriately. What skill describes the statement?

• a. Attentiveness

• b. Goal-oriented

• c. Knowledgeable

• d. Patience

Arrange the following steps in resolving customer issues.

I.      Follow-up promptly.

II.    Deliver on your promise.

III.   Take responsibility for the complaint.

IV.  Listen to the customer and assess the situation.

V.    Reassure the customer by describing the solution.

• a.    I, II, III, IV, V

• b.  II, III, I, IV, V

• c.  IV, III, V, II, I

• d.  IV, V, II, III, I

"My apologies for the inconvenience. Let me sort this out for you as quickly as possible, so you can get on with your day." What BEST describes this statement?

• a. Put a caller on hold

• b.  Apply active listening techniques.

• c.  Take responsibility for the complaint.

• d.  Ask for more information from the caller.

What must be avoided in resolving customer issues?

• a.  Maintain a professional tone throughout the conversation.

• b.  Always put the caller on hold to avoid long conversations.

• c.  Avoid negative language and focus on how you can resolve the issue.

• d.  Apply active listening techniques to get a better understanding of the caller’s needs.