CES
What is the minimum score for CES Agent Satisfaction?
4.20
What is this a definition of ?
Ask a question to either check for understanding or move the conversation to the next steps of the resolution.
Move Forward
Which Soft skill is this ?
Customer service agents should find the best solution to the customers’ problems in order to create positive customer experiences.
Problem Solving
Which Pick 6 is this an example of ?
Confirm understanding and reiterate SLA; use pleasantries
Recap
What key behavior is this an examples of ?
"I was always kept informed on what was going on. Shanieka was always available to me if I had any questions"
Setting Clear Expectations
What does CES stand for?
Client Experience Survey
What is this a definition of ?
Provide a statement of understanding and /or empathy, if needed. To show you are listening.
Acknowledge
Which Soft skill is this ?
Asking follow-up questions and expressing empathy or sympathy when needed
Active Listening
Which Pick 6 is this an example of ?
Advise any self-help option and ensure signed up for portal.
Self Help
What key behavior is this an examples of ?
Remember to empathize and put the client first. Partner with your customer to create a solution based on the customers needs
Viewing the client as a partner
Fill in the blank
We strive to provide ____ effort experience for our client .
Low
What kind of statement is this?
I can definitely assist you with reviewing your bill statement.
Acknowledgement
Which Soft skill is this ?
Conveying accurate information and avoiding misunderstandings or misinterpretations.
Communicate Clearly
Which Pick 6 is this an example of ?
Check in and offer empathy. Connect appropriately to their frustrations
Relate
What is this an example of?
"Communication is key and Josie did a great job through the process so just keep that up."
Putting a premium on communication
True or False
My impact on the client experience does not start when I greet my client.
False
What is this a definition of ?
Answer the question by informing, reinforcing, or reframing positively.
Respond
What are these examples of ?
“I would be delighted to help.”
“It's my pleasure to be of assistance.”
Express Willingness To Help
Which Pick 6 is this an example of ?
Resolve customers reason for calling. Ensure they are aware of next steps and own all concerns within scope.
Resolve
What key behavior is this an examples of ?
By communicating regularly and proactively, you can keep your client informed, engaged, and satisfied.
Putting A Premium on Communication
What is ECS over all CES score for this month ?
3.90
What kind of statement is this?
The reason your bill is so high is due to the prorated amount on your first bill.
Respond
What is this a definition of ?
Personal attributes that enable someone to interact effectively and harmoniously with other people.
Soft Skills
Which two Pick 6 items are these examples of ?
-Ask Probing questions, if need be, to ensure understanding; express willingness to help
-Build report; advise for brief silence while resolving; thank for patience.
Which Pick 6 is this an example of ?
Resolve customers reason for calling. Ensure they are aware of next steps and own all concerns within scope.
Listen and Restate
What key behavior is this an examples of ?
Ask questions about what they need, don't make assumptions. Partner with clients to give options and self-help.
Working together as a team