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Weekly Quality Meeting

A professional and helpful customer service representative assisting a caller, with a background of a modern office environment, vibrant colors

Weekly Quality Meeting Quiz

Test your knowledge on quality assurance practices in customer service! This quiz is designed to evaluate your understanding of indirect questions, emotional intelligence, attentiveness, and proper customer support protocols.

10 engaging questions
Multiple choice, checkboxes, and text responses
Instant feedback on your answers

10 Questions2 MinutesCreated by EngagingHelper27

Please Type Your Name

What is considered as an indirect question?

What is your name?

Is your name .... correct?

May I know your name?

Your name please?

Why do we offer further assistance?

Please check on all the correct answeres

To demonstrate wiliness to support

Because it is requested by the quality

As a reminder if we forgot anything else

To finish the call

As a confirmation that we addressed the first required support

To show the caller that we have assisted them already

Select all the requirments in the following call scenario:

A new owner of Al Falah 2 called in to report that the AC in the living room isn't functioning, and the outer light is flickering.

Apologize to the customer

Ask since when the issue has started?

Ask if there are any other issues?

Ask if they are the owner or not

Check the AC in the other rooms

Recap with the customer, (Living room AC is not functional and Garage lights flickers)

Ask them if they have reported the issue before?

Tell them everything will be alright

Tell them that you have registered the request and that is all what you can do

Tell them their concern will be addressed and ask if there will be anything else to assist with?

What is EI (Emotional Intelligence)?

Ask Hakim, he keeps repeating it

Do demonstrate that we hear and understand customer's frustrations

To be polite and apologize for our lack of contructions

To empathize with the customer

To grant 100% in quality scores

Why should we paraphrase and confirm understanding?

Because we cannot be certain that caller's explanation is perfectly clear

Because we should be efficient in the call and not risk proceeding with an unclear request

What is attentiveness?

It is the attention to provided details in the call

It is the accuracy of agent in the call

It is the agent's capability to acquire data from the first opportunity

It provides confidence to the caller that we are professional and efficient at what we do

Will it be a fatal mistake if I didn't leave a note in a SF case the caller is calling to follow up?

True

False

Do I have to demonstrate empathy with the caller on EVERY negative or positive incident recited during the call?

True

False

Does the quality evaluates also the call AHT?

True

False

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