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Delivering WOW through World Class Customer Support

Quiz by Paul Geer

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20 questions
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  • Q1

    A warm hello is vitally important to establishing relationship with the customer.

    true
    false
    True or False
    15s
  • Q2

    Which is NOT a sign of active listening?

    Asking the customer to repeat themselves

    All of these

    Repeating issue back to the customer show understanding

    Please continue

    15s
  • Q3

    Providing WOW Customer Support experiences 

    makes customers happier.

    All of the answers

    sets us apart from our competition.

    influences customer loyalty.

    15s
  • Q4

    We should smile during phone calls because

    it relaxes the muscles in your face.

    it shows you can laugh at your co-workers.

    the customer can tell you are smiling.

    it makes you look 5 - 10 years younger.

    15s
  • Q5

    How many General Support Leads do we currently have?

    Answer Image
    Answer Image
    Answer Image
    Answer Image
    15s
  • Q6

    When verifying a caller, we must obtain the following information:

    Name : Company & Employee : Plan Name

    Name : Brokerage : Rates : Employee Hire Date

    Brokerage : Company & Employee : Age Determination for plan

    Name : Brokerage : Company & Employee 

    15s
  • Q7

    Empathy is a vital part of every customer experience.

    true
    false
    True or False
    15s
  • Q8

    What role does empathy play in providing WOW customer experiences?

    Shows you understand how the customer feels.

    Gives the customer someone to blame for the problem they are having.

    Conveys you will do whatever it takes.

    Helps customer understand why you cannot solve the problem.

    15s
  • Q9

    Which of the following are important soft skills for excellent customer experiences?

    inattentiveness : close-mindedness : humor : active listening

    responsibility : dependability : impatience : flexibility

    active listening : problem solving : positive attitude : body language

    patience : bad grammar : friendliness : knowledge of Ease

    15s
  • Q10

    Showing compassion about the inconveniences the customer experienced will have a negative impact on the interaction.

    false
    true
    True or False
    15s
  • Q11

    Dead air is a long, awkward pause resulting in a non-conversational mood.

    true
    false
    True or False
    15s
  • Q12

    What's said at the very beginning of a customer interaction sets the tone and shapes the overall customer experience.

    true
    false
    True or False
    15s
  • Q13

    Saying, "Thank you.  I can certainly help you with this." 

    reassures the customer

    shows the customer who is really in control.

    allows the customer to say, "You're welcome."

    is patronizing to the customer

    15s
  • Q14

    Who is our customer?

    Team Members

    Other Ease Departments

    Brokers

    All of the answers

    15s
  • Q15

    Should an apology be given if another agent or department made a mistake, perceived or real?

    Yes.

    Yes with detailed information about who make the mistake.

    No but we should tell the customer who did the mistake.

    No.

    15s

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