Phone Based Customer Service Quiz

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* 1. What is your name? (First, Last)

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* 2. What is your location?

Winnipeg, MB

Regina, SK

Saskatoon, SK

Itasca, IL

Kent, WA

Vaughan, ON

Other

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* 3. What is your role/job title/department?

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* 4. What are 2 ways to create personal connection (check all that apply)

Calling them by name

Making up a nickname for them

Mentioning something about a local sports team in their region

Talking about controversial topics

Bringing up a recent storm in their location

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* 5. Making up a nickname creates a personal connection

True

False

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* 6. Understanding geography helps build a connection

True

False

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* 7. What is dead air?

When air has no more oxygen

When someone falls from the air and dies

When a phone call goes silent

When the call gets disconnected

Both A & B

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* 8. What is/are a good way(s) to fill dead air? (check all that apply):

Putting them on hold

Explain what is going on

Create a personal connection

Hang up

Gather information you need from the customer

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* 9. What are good practices when transferring a call? (Check all that apply)

Hang up and have the customer call someone else

Place the customer on mute

Ask permission to put the customer on hold

Advise the customer who or what department you will be transferring them to

Let them know the reason why you're transferring them

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* 10. A warm transfer is when you transfer to a random person

True

False

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* 11. Keeping short and concise questions help the call move fast

True

False

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* 12. Talking slow can sometimes be beneficial ex: sharing order confirmation number.

True

False

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* 13. How would you rate the relevance of this material to your day-to-day job?

Extremely valuable

Somewhat valuable

Not valuable at all

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* 14. Did you learn anything about the position/topic that you didn’t know prior to this?

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* 15. How would you rate the relevance of this material to your day-to-day job?

A great deal

A moderate amount

None at all

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* 16. If you gained new knowledge, be specific!

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* 17. What kind of content would you like to see in the future to help improve your day-to-day work life? Check all that apply:

Current updates in the industry

Step-by-step guides to using specific software/programs

Shortcuts in the programs I currently use

Other

Phone Based Customer Service Quiz

Question Title

* 1. What is your name? (First, Last)

Question Title

* 2. What is your location?

Question Title

* 3. What is your role/job title/department?

Question Title

* 4. What are 2 ways to create personal connection (check all that apply)

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* 5. Making up a nickname creates a personal connection

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* 6. Understanding geography helps build a connection

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* 7. What is dead air?

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* 8. What is/are a good way(s) to fill dead air? (check all that apply):

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* 9. What are good practices when transferring a call? (Check all that apply)

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* 10. A warm transfer is when you transfer to a random person

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* 11. Keeping short and concise questions help the call move fast

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* 12. Talking slow can sometimes be beneficial ex: sharing order confirmation number.

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* 13. How would you rate the relevance of this material to your day-to-day job?

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* 14. Did you learn anything about the position/topic that you didn’t know prior to this?

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* 15. How would you rate the relevance of this material to your day-to-day job?

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* 16. If you gained new knowledge, be specific!

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* 17. What kind of content would you like to see in the future to help improve your day-to-day work life? Check all that apply:

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* 18. If you selected other material that you would like to see in the future, please be specific:

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* 19. Was there anything unclear in the material that you would like your manager or the Frontier-U team to expand on?