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Service Quality Refresher - Interaction Handling Calibration Quiz PM

A visual representation of a customer service interaction, featuring an agent assisting a customer over the phone, with visual cues of empathy and professionalism.

Service Quality Interaction Handling Quiz

Test your knowledge on interaction handling calibration and service quality with our comprehensive quiz. Designed for professionals in customer service, this quiz will help you assess your understanding of essential protocols and effective communication strategies.

Participate to discover:

The principles of interaction handling calibration
Effective techniques for handling difficult customers
Key differences in upselling and cross-selling
Best practices for resolving customer issues

11 Questions3 MinutesCreated by HelpingHand247

Name:

What is interaction Handling Calibration activity

It is when the agent’s calls are being monitored as they are assisting the customer.

Where agents are observed and scored based on their performance and the quality of their interaction with customers.

It is where the quality of service of inbound and outbound agents are assessed on the guidelines and standards provided.

When agent's performance is being scored based on role-play scenarios

What is the passing mark for Interaction Calibration Handling?

80%

85%

70%

75%

How long can you put a customer on hold if you need to refer to your team lead/supervisor/colleague?

1 minute 30 seconds

2 minutes

1 minute

30 seconds

How do you close a call with a customer?

Offer further assistance, wish them a good day

Wish them a good day

Thank them for calling Talk2Us

Offer further assistance, thank them for calling Talk2Us, wish them a good day

How many scoring categories are there in the interaction Handling Calibration form?

What is empathy?

The ability to understand the customer's feelings

Feeling sorry for the customers

Acknowledging the customer's frustrations

The opposite of sympathy

How to deal with difficult customers? (I) Stay calm, do not mirror customer’s tone & behaviour (ii) Tell them nicely that it is not a good behaviour to yell at us. (iii) Validate their feelings to calm them down (iv) Tell the customer that using profanity will not solve their problem (v) Inform the customer that we are unable to help if they continue to curse.

A) I, ii, iii, v

B) I, ii, iv, v

C) I, iii, iv, v

D) All of the above

What is the difference between upsell and cross-sell?

Their names are different

Upselling is convincing a customer to upgrade their services, and cross-sell is recommending to add on to their current service

Upselling is selling something a customer might need, and cross-sell is selling a different product instead

Upselling is convincing a customer to buy something more expensive, and cross-selling is convincing customers to buy more than what they had planned on

A customer informs you that they are experiencing slow internet speed. What do you do?

Check customer quota, troubleshoot, ask customer to check speed, offer further assistance, end call.

Take ownership of the issue, create ticket, offer further assistance, end call

Take ownership of the issue, ask customer to check speed, check customer quota, troubleshoot, take customer’s details, create ticket, offer further assistance, end call.

Troubleshoot, create ticket, end call

A customer is interested in applying for broadband services. They chose the Dream 100 with 900GB plan for a family of 4. As you were showcasing the product, their daughter says they are also interested in applying for Wish 50 postpaid for when they are at university. However, the customer is unwilling to bundle as they do not wish to spend more than $100 Per month. What can you suggest to the customer?

A)Have the customer bundle Dream 100 900Gb with Wish 6GB for $92.

B) Have the customer bundle Dream 50 300GB with Wish 50GB for $98.

C) Have the customer bundle Dream 100 500GB with Wish 25GB for $88.

D) Have the customer bundle Dream 200 500GB with Wish 15GB for $80.

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