PST DAY 13

Once a chat comes through, a case will NOT be automatically created

• TRUE

• FALSE

• MAYBE

Omni-Channel is located at the ______ of your screen

• TOP

• LEFT SIDE

• RIGHT SIDE

• BOTTOM

With intro to quality, verifying your customer prior to continuing with the interaction can make or break an otherwise good interaction

• Information Accuracy

• Customer Satisfaction

• Authentication

• Documentation

With intro to quality, this is measured through CSATs or surveys at the end of the interaction.

• Information Accuracy

• Customer Satisfaction

• Authentication

• Documentation

With intro to quality, leaving notes if very important in terms of quality

• Information Accuracy

• Customer Satisfaction

• Authentication

• Documentation

With intro to quality, it goes without saying that as customers we would want the information provided to us to be accurate.

• Information Accuracy

• Customer Satisfaction

• Authentication

• Documentation

MULTIPLE ANSWER. Which are best attitudes to apply during customer interactions?

• Summarizes/clarifies issue or concern and displays willingness to help

• Takes appropriate action

• Provides self-help options and assists customer through them

• Takes ownership

• Takes inappropriate action

MULTIPLE ANSWER. Which completes the three R's of the Art of the Letdown.

• Reconciliate

• Redirect

• Reason

• Research

MULTIPLE ANSWER. What causes escalations?

• Unmet Expectations

• Miscommunication

• Resolving issue

• Good Service Experience