Wave 108 UVENG
You have 20 mins to complete the quiz the purpose of this is to see how much you have learned.
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Pregunta
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Respuesta correcta
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What are the 4 behaviors in the Warmly welcome? :
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brand AT&T, use your name, Cx name, Offer assistance. |
What must be done after the Cx states his problem with the service? :
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Use specific Empathy and Assurance |
What word must not be used to avoid a negative response from our Cx? :
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I'm Sorry and I apologize |
Why are probing questions important during a call with our Cx? :
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To Isolate the issue, follow correct flow,1st call resolution |
Not getting distracted and Paying attention to the Cx is very important. What is this called? :
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Active listening |
Taking ownership and finding the best solution, is part of what step in the promise? :
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Uncover needs |
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Pregunta
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Respuesta correcta
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Be the friendly expert and use all your resources, is part of what step in the promise? :
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Personalize Solution |
What does it mean to "Keep it Positive" :
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sounding confident, avoiding negative comments, Reassure solution. |
Why is Mentioning the Recap in all your calls is important? :
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To confirm the solution and to ensure that all issues has been covered |
Under what step of the promise can I find "Additional issues? :
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Gain Agreement |
What are some of the "self help options" I can Offer to the Cx? :
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My Att App, SHM App, ATT.com/Ufix. channel 411 |
what must a closing include? :
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thanks & brand AT&T, show appreciation |
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