Soft Skills
What soft skill would you use when an admin writes this to support “I need to change the account email to another email. The account holder passed away, sadly.”
Empathy
What should you do if you don't know the answer to a customer's question?
Use your internal resources
Ask a teammate
We use this tool for quick team communication, updates, and questions throughout the day.
Slack
Instead of rewriting the same instructions on how a user can reset their password, they use a remade macro that is already in the system. This is an example of what type of soft skill?
Time Management
What proactive step should be taken if you know the customer's issue has not been fully resolved?
Follow up
These are pre-written responses used to reply to common customer questions quickly and consistently
What is a Macro?
Admin is panicked about missing a registration deadline. What’s one way to reassure them?
Acknowledge their feelings
Offer support
Name 3 internal resources you should check before posting in the bridge?
Help Article
Search in Slack
Search in Intercom
If a customer issue needs more technical help, you use this internal step to involve the right team.
What is escalation?
Give an example of active listening?
True or False: It’s fine to close a ticket once you’ve replied with instructions.
False, prior to closing the ticket we want to make sure we follow up with customer to make sure the issue is resolved and no further assistance is needed.
You should do this every time you close a ticket to ensure it’s accurately tracked for reporting.
What is assign the correct tag?
What is Effective Communication? Give an example
The successful exchange of information and emotion so that a message is received and understood clearly and with purpose, fostering mutual understanding, strong relationships, and successful outcomes.
What’s a polite way to ask for time to investigate an issue mid-chat?
"Thanks for your patience. I'd like to take a few minutes to look into this thoroughly. Do you mind holding on while I investigate?"
"Let me take a closer look into this for you. It'll just take a few minutes. Thank you for your patience"
Before sending a macro, you should always do this to ensure it's relevant to the ticket.
What is read the full message and confirm context?