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Concierge Assessment 2

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Concierge Assessment Quiz

Welcome to the Concierge Assessment Quiz! This quiz is designed to test your knowledge of the protocols and procedures necessary for effective communication with clients in the BCSG Residential and Commercial sectors.

11 thought-provoking multiple-choice questions
Assess your understanding of operational guidelines
Improve your customer service skills

11 Questions3 MinutesCreated by HelpingHand2023

If Strata Plan/OC/Address shows "BCSG Residential" as the OCM name, you should transfer the call to

OCM - by looking at Compliance Register > Key Documents

BCSG Commercial Team

Geelong Team

RESCOM

BCSG Commercial properties should be transferred to OCMs?

True

False

Call Log Notations : "Caller would like to talk to OCM - Transferred call to OCM" ---> Is this a good notation?

Yes

Workload Report - what is to formula used to calculate the total AHT/day?

=COUNTIF

Pivot Table

=SUM

=AVERAGE

Which metric in the Weekly Stack Ranking gives the most weight? (Multiple Answers)

Service Availability

Serviced Calls

Attendance

Where to send emails for "BCSG Commercial" properties

[email protected]

OCM's personal Email

None of the above

How to improve your QA score? (Multiple answers)

Saying "please" and "thank you" when requesting for something from the caller

Transferring the call to the right OCM/department

Following Proper Hold Procedure

Avoiding "fillers" when you speak

Should you provide the "personal" phone numbers of OCMs when they ask?

Yes

Caller is asking for updates regarding OC Certificates. As Concierge, you should...

Advise Caller that he/she needs to send an email to [email protected]

Ask Johann on Skype for Updates of OC Certificates

Advise Caller that he/she needs to talk to the OCM

What if caller is providing an address not showing in Strataport?

Probe further

Transfer the call to any available OCM

Send an email to [email protected]

Advise caller Address is not found in our system and most likely not part of BCSG

Type in your Name

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