H2O Customer Service Call Flow Quiz

What is the first step in the H2O Customer Service Call Flow?

• Verification of the account

• Greeting

• Inquire, Acknowledge, and take Ownership for the reason of the call

• Sympathize/Empathize, and Resolve the Customer’s Concern

What should be verified during the account verification process?

• The last 3 calls made/received

• The customer's favorite food

• The customer's favorite color

• The customer's pet's name

What is the most important problem-solving skill mentioned in the text?

• Sympathize/Empathize

• Discovery

• Take Ownership

• Account Notation

What should be included in the account notations?

• The customer's favorite movie

• The customer's shoe size

• The caller's issue/request

• The customer's favorite book

What is the purpose of the call summary?

• To confuse the customer

• To summarize the communication of the call

• To make the call longer

• To avoid helping the customer

What should the customer service representative do after greeting the caller?

• Hang up the call

• Start singing

• Ask for the customer's favorite song

• Verify the account

What type of response should be provided when showing sympathy?

• Excitement

• Anger

• Laughter

• Sympathetic response

What should the customer service representative do during the Discovery phase?

• End the call abruptly

• Ask probing questions

• Ignore the customer's needs

• Laugh at the customer

What should be done if the customer is on Autopay?

• Hang up the call

• Ask for their favorite food

• Verify the last 4 digits of their card, name, and Expiration date

• Ask for their favorite color

What is the closing statement mentioned in the text?

• Thank you for being a valued customer of H2O. Have a wonderful day!

• Have a terrible day!

• Goodbye forever!

• I don't care about your call