Road to Mastery: Work It & Own It
Quiz by Training Team SMB
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- Q1
A good example of the "Be Responsive" element of the service standards is....
Nazim called asking about his payroll package delivery. You immediately transferred him to his assigned payroll specialist.
Nazim called asking about his payroll package delivery. You told him its on its way and he will get it soon.
Nazim called asking about his payroll package delivery. He has not received it. You confirm the address, that a payroll package has been created, and that the tracking information shows it in route to be delivered by 5PM.
Nazim called asking about his payroll package delivery. You told him that you cannot assist, but ask that he call his assigned specialist directly.
300s - Q2
A good example of the "Be Accountable" element of the service standards is....
Kiera called asking for an update on MA state taxes being added to her account. You place her on hold to research what has been done from the Interaction History in Finesse (Upstream). After about a minute on hold, you check in with Kiera to let her know you are still looking into the issue.
Kiera called asking for an update on MA state taxes being added to her account. You tell her that you aren't sure.
Kiera called asking for an update on MA state taxes being added to her account. You tell her that you cannot help and that she needs to add this herself in Flex.
Kiera called asking for an update on MA state taxes being added to her account. You tell her that her assigned representative is the best person to help her with this task and do a cold transfer to her voicemail.
300s - Q3
A good example of the "Know Your Partners" element of the service standards is....
Nelson called because his account was on hold and his payroll did not go through. You tell him that a supervisor needs to assist since his account is on hold. You call a supervisor and cold transfer the client to them.
Nelson called because his account was on hold and his payroll did not go through. You tell him that it's not your fault that the payroll didn't go through and someone must have made a mistake. You process a new payroll and hope for the best.
Nelson called because his account was on hold and his payroll did not go through. You pull up his account and realize it is on an Accounts Receivable Hold. You tell Nelson that you need to reach out to them first to see what happened with the account. You place Nelson on hold and speak with the Accounts Receivable department for him.
Nelson called because his account was on hold and his payroll did not go through. You pull up the account and ask your supervisor to remove the hold since it must have been a mistake. You tell Nelson that he has nothing to worry about.
300s - Q4
A good example of the "Own the Issue" element of the service standards is....
Priyanka called because she needs to update direct deposit information for one of her employees. She does not have internet right now so she cannot use Flex for this. You tell her you cannot help and cold transfer her to another department.
Priyanka called because she needs to update direct deposit information for one of her employees. She does not have internet right now so she cannot use Flex for this. You place her on hold and reach out to your teammates for help. You have not been able to get a hold of anyone for help for about 5 minutes and you say nothing to the client during that time. You secretly hope they hang up.
Priyanka called because she needs to update direct deposit information for one of her employees. She does not have internet right now so she cannot use Flex for this. You tell her that although you cannot add it over the phone yourself, you can still help by emailing her a direct deposit update form. You ask her to please fill it out and email it to her assigned representative so that they can update it for her.
Priyanka called because she needs to update direct deposit information for one of her employees. She does not have internet right now so she cannot use Flex for this. You tell her that she needs to use Flex or else.
300s - Q5
A good example of the "Show Your Expertise" element of the service standards is....
Yao called because he is tired of keeping track of his employees' 401k on his own. You ignore this comment and focus on the task at hand.
Yao called because he is tired of keeping track of his employees' 401k on his own. You recommend our Paychex 401k services and tell him that you can fill out a SOAR form to have a sales representative reach out. You tell him they will tell him more information about the service for him to decide if that is the route he wants to take.
Yao called because he is tired of keeping track of his employees' 401k on his own. You tell him you know just the thing to help him and cold transfer him to our Insurance department.
Yao called because he is tired of keeping track of his employees' 401k on his own. You empathize with him and tell him 401k is definitely tricky.
300s