Call Center

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Total Timer

Q1 Timer

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A caller requests information that may take you two or three minutes to find. Before putting the caller on hold it is BEST to say:

Hold on for a few minutes while I find the information you need.

It may take me a few minutes to find the information you need. Can you hold for that time?

Can you hold for a second while I get the information you need?

Please hold while I find the information you need.

Q2 Timer

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Which of the following behaviors is NOT a sign of active listening?

Reflecting your understanding of the problem or question back to the customer.

Asking your manager to speak to the customer.

Taking notes regarding the caller's problem.

Using the phrases, such as "I see" and "go on"

Q3 Timer

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Which of the following statements is the LEAST desireable to say when you close a service call with a customer?

I hope I resolved the issue to your satisfaction.

Have I provided you with excellent service today?

Is there anything else I can help you with today?

Is there anything else you need?

Q4 Timer

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When transferring an angry caller it is BEST to tell the person receiving the call:

Select all that apply.

That the caller is angry.

To hang up if the caller's anger persists or becomes worse.

What the caller's problem is so that the caller does not have to repeat the problem..

Who the caller is.

Q5 Timer

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A caller says that they are an FBI agent and requests confidential company information that you maintain in your files. It is BEST to:

Ask the caller for references you can check before giving the information that is being requested.

Say you do not have information they are requesting.

Provide the information immediately.

Say you are not authorized to give out confidential company information.

Q6 Timer

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Which of the following is the BEST way for customer service representative Amy Horschak at AAA Accounting to answer the phone?

Amy Horschak speaking. How may I help you?

Good morning. AAA Accounting. Amy Horschak speaking.

Good morning. AAA Accounting. Amy Horschak speaking. How may I help you?

Good morning. AAA Accounting.

Q7 Timer

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When putting customers on hold, obey all of the following rules EXCEPT:

Ask the customers if they can hold, then wait for a response.

Thank customers after they agree to hold.

Avoid telling customers how long they will have to hold.

Thank customers for holding after you return to their call.

Q8 Timer

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Which of the following should you NOT do when dealing with angry callers?

Remember that callers are not really angry at you, but about the problem with which they are dealing with.

Let the callers express their feelings briefly before attempting to solve their problems.

From time to time, say something such as "I see" or "uh-huh" to let callers know you are listening to them.

Make callers get right to their problems without first giving them a chance to express their feelings.

Q9 Timer

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A caller identifies themselves as a police officer and requests information in your possession about one of your company's customers. It is BEST to tell the caller:

To appear in person with proof of their identity and official status.

You do not have the information and do not know where it can be found.

To subpoena the information from someone authorized to provide it.

You are not authorized to provide the information about customers.

Q10 Timer

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When can you address a caller by their first name?

When the caller has requested that you use his or her first name.

When the caller is cheerful and informal and asks how you are.

Never.

When the caller has called you by your first name.

Q11 Timer

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When building rapport with a customer over the phone, which of the following is the MOST important aspect of your phone communications?

Your tone of voice.

The words you use.

How fast or slow you speak.

Your body language.

Q12 Timer

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Timothy Burr, an Allied customer service representative, is calling to provide a customer with some information, and leaves the following message: "Hello this is Timothy from Allied. Please call me back at 727-1768." What other information should Timothy have included in his message?

His last name.

His telephone area code.

The reason he wanted the salesperson to call back.

All of the above.

Q13 Timer

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Which of the following statements is the BEST way to tell a customer to get to the point?

Tell me what you want.

Please get to the point?

How may I help you?

Can you tell me why you are calling?

Q14 Timer

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Which of the following would help you build the best connection with a frustrated customer who hasn't received the package they ordered two weeks ago?

I understand you are frustrated. I will do my best to fix the problem for you.

Please don't be frustrated. I will do my best to fix the problem for you.

I also get frustrated when I have to wait for something I ordered. Let's take a look at your order and see if we can find a resolution.

You sound somewhat frustrated. Let's take a look at your order and see if we can find a resolution.

Q15 Timer

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How many calls does a customer service representative in a call center take on average through out the day?

10-20

40-50

60-80

100+

Q16 Timer

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What does AHT stand for?

Associated Hoop Template

Average Handle Time

Authorize Home Tracker

Abandon Handle Telephone

Q17 Timer

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What does NPS stand for?

Note Passive Skill

New Production Surge

National Performance Standard

Net Promoter Score

Q18 Timer

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Select all of the following examples of open ended questions you can ask a customer?

Select all that apply.

Have you received your order yet?

Could you please tell me more about that?

What steps have you taken so far to try to resolve the issue?

What can I help you with today?

Q19 Timer

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Before transferring a call, it is BEST to tell the caller:

The name of the person to whom the call is being transferred.

The extension or direct number of that person, in case the transfer fails.

To please hold while you transfer the call.

All of the adove.

Q20 Timer

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A customer who wants information about a bill calls the customer service department instead of the billing department. It is BEST to say?

May I transfer your call to the billing department where you can get the information you need? You may want to note their number - 777-1234.

You called the wrong department. Call the billing department at 777-1234.

I'm sorry but I can't help you. You'll have to call the billing department at 777-1234.

Billing is not my job. Please call 771-1234.

Call Center Assessment