Monthly Quiz June

If you do not have a customer's name to personalise first reply, which of the following are less offensive:

You have bad news. How is it best presened?

For a better experience, we will not/cannot...

Unfortunately, it will not be possible to...

We should always provide our contact details and ticket number at the end of:

Follow-ups

Initial contacts

What should you always do before submitting a ticket?

Proof-read

Spell-check

Grammar-check

Ask a colleague to read it

What may go wrong and could be offensive to a customer when using their name/title?

Using Sir/Madam

Using Sir/Madam when customer has unisex name

Using Sir/Madam depending on what you hear on the phone

Writing their name without checking spelling e.g. Ashley/Ashleigh

Writing their name

A new bug comes to light. Which is the more appropriate way of dealing with it?

Send an apologetic e-mail to all customers saying this will be fixed in the next update on xx/xx/xxxx

Sending an apologetic e-mail to customers who have concerns saying this will be fixed in the next update on xx/xx/xxxx

You receive a contact in a language you do not understand. What's the best way of responding?

Spam the ticket

Ask T2/3 to spam the ticket

Ask a colleague who might know

GoogleTranslate it for gist

Adjectives vs. adverbs: which sounds more positive/empathic

It's certain you'll be refunded

It's definite that we will...

We will definately...

You will absolutely be refunded

Which of these are more positive/empathic?

I do understand the inconvenience this may have caused you

I will be more than happy to assist you

Rest assured Mr...

I am sorry for the inconvenience

I'm sorry that happened

Please know that xxx will be fixed

I can assure you

My name is xxx and I will assist you today

Which of these are more reassuring?

Yes it's bad that this has happened but

I would feel the same in your situation, but we will sort this out

I know how frustrating it can be – let’s see how I can help you

I don't know how you must feel but

When telling the customer what to do, which are less patronising?

So this doesn't happen again,

To avoid a similar inconvenience in future I request you to….

Please contact the retailer

I would suggest / I recommend…..

Your customer is being ignorant. How do you deal with petty information requests?

If you check our website…

I can email you a link to the webpage, so…

Which of these provides a solid response?

We have found that...

We think that...

Other customers have experienced that...

My colleague told me that...

Tone/mode: which sounds less confrontational?

Your customer is getting angry. Which reactions are appropriate?

You can't talk to me like this. I'm trying to help you.

You seem very upset, Mrs/Mrs xxx. Would you prefer to continue this conversation through email?

I’m sorry you’re so upset, Sir/Madam. Would you like for us to call you back when you feel a little calmer?

I can't help you if you don't let ME talk.

I apologise, Mr/Mrs xxx, but if you continue to use this language, I will be forced to end this call.

Do you want my help or not?

Which shows the customer they are talking to a human?

I will make sure that...

We will make sure that...

Can using filler words such as "oh", "hmm", "mh-huh" help the customer feel you're listening actively or will they feel interrupted?

I am listening actively

I am interrupting

Saying "I understand how you feel" can show empathy. How many times can I say it in one contact?

1-2

3-4

5-6

7-8

How else can you validate a customer's feelings without saying "I know how you feel"?

The same thing happened to me

I appreciate your concern/anger Mr/Mrs xxx

Monthly Quiz June

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