Which competency is being referred to in understanding the relationship between their jobs and its impact to customers?

Refers to adapting to and handling changing situations and environments.

Which statement is true about quality customer service?

Mandy received a call from an agent of his internet service provider asking him if he wants to upgrade his existing account. Which competency is exercised by the agent?

Refers to the ability to listen actively, question appropriately, provide feedback, and use the skills outlined to build customer relationships.

Despite the encounter with irate customers and pile of deadlines, John still managed to maintain his calm demeanor and handled the situations effectively. What competency did John portray?

Emma diligently gathered the relative information to analyze the situation, applied appropriate intervention and came to a decision. Which competency did she exercise?

Jane works as a team leader in a BPO company. She manages to listen to her team members’ concerns for her to provide appropriate feedback and therefore build a stronger relationship with her members. Jane excels in ____________________.

Refers to knowledge and ability to interact with a variety of people in the workplace.

Frank received a call from an irate customer complaining about the defective product he received. Frank first asked for an apology, asked the details of the concern and offered a solution to resolve the situation.

This refers to the ability to apply basic knowledge of computer usage, applications, e-mail and Internet, and the ability to learn organization-specific software.

Call center agents must be able to do simultaneous tasks such as receiving calls while at the same time typing the data on the computer. What competency best describes this?

Luke was assigned with the task of preparing the sales report for the month of June. He made sure to organize his schedules properly in order to submit the report on time. Luke portrays effective _____________________.

This refers to the ability to direct situations toward a win-win outcome.

During their group presentation, Blake gathered all the necessary information, Thomas encoded the data and while Becca prepared the slides. Altogether, they worked well to effectively present their topic. What competency best describes what happened?

This refers to the ability to use available time and resources to address assigned tasks and customer issues.

Molly always makes sure that she is available to offer assistance, support and guidance to co-workers. She possesses competency in ____________________.

Which of the following factors affect customer satisfaction?

A set of measurements used to quantify performance and results.

This refers to how effective agents are in using their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

This intends to measure a customer's satisfaction with the received service.

An irate customer demanded to talk to the manager for his concern to be addressed. Which metric covers this case?

This tracks the length of time a customer is on the phone.

This helps organizations track the average amount of time spent in resolving customer issues.

This refers to how well agents accomplish their tasks, especially their primary function of customer contact.

This helps organizations track the efficiency with which their representatives are able to resolve customer issues.

Which of the following falls under the typical objectives in handling customer contact?

This describes the minimum acceptable level of performance for all agents.

Which does not exhibit standards in handling customer contact?

Allows discussion of a problem related to a product or service provided by the organization.

Prescreening possible customers or setting up sales calls for sales representatives.

Inquiry services may include the following except one.

Which of the following services is under financial service?

Which of the following does not show best practice in handling customer’s needs?

Which of the following customer information has the tendency to change over time?

Which of the following is TRUE about menu structure in customer contact?

This refers to special words or expressions that are used by a particular profession or community and are difficult for others to understand.

Which type of information needs to be confirmed in handling a call?

Which practice must be exercised in number clarification?

Which of the following shows professionalism in handling customer concerns?

“Is there anything else I can do for you?”

“I understand that you don’t need our product at the moment but do give us a call at our toll- free number whenever you need them. Have a nice day.”

"I'm sorry. I am not interested in the offer.

“Thank you for that information. Happy to inform you that the RRD Antivirus program is still available. It costs a hundred dollars, and it will be delivered right on your doorstep within 3 working days.”

“Good day. Hi, this is Diane calling on behalf of RRD Software Company. May I speak to Timothy Jocson?”

“Is there anything else that I can assist you with?”

“Thank you for calling customer service. This is John. How may I help you today?”

“Let me make a quick recap on this call. The reason why you are calling is because you want to make sure that you pay your bill before the due date and I already told you the exact date and educated you that it will automatically be deducted from your card on file. We’re all good, right?”

“For account verification, can I have your account number and last four digits of the card on file?”

“Again, this is John. Thank you for calling customer service. Have a great day!”