Customer Connection
How would you ensure a positive first impression with a customer?
By greeting the customer warmly and using their name.
What’s the purpose of call control?
To guide the conversation efficiently toward resolution
What does “QA” stand for in a call center
Quality Assurance
What does “owning the issue” mean?
Taking responsibility until the customer’s issue is resolved
What does “CX” stand for?
Customer Experience
What’s one way to show active listening during a call?
By paraphrasing or summarizing what the customer said.
Why is probing important early in the call?
To uncover the root cause of the issue
Why must notes be clear and complete?
To ensure continuity and accountability for follow-up
What’s the first step in effective issue diagnosis?
Asking discovery questions to identify the cause
Why is empathy essential in customer interactions?
It builds trust and emotional connection.
What is empathy?
Demonstrating an understanding of the customer’s feelings and perspective
What should you do if you need to place the customer on hold
Explain the reason, ask for permission, and thank them when returning
What’s one reason for call evaluations in QA?
To identify strengths and improvement opportunities
What should you do if you don’t know the answer?
Reassure the customer and seek assistance or escalate appropriately
What is the “moments that matter” concept in CX?
Identifying key points that shape the customer’s perspective/perception
Why is it important to match the customer’s tone and pace?
To create a comfortable and natural interaction
What are the key components of a professional call closing?
Recapping the interaction, offering further assistance, and branding
What is the risk of missing data privacy protocols?
Potential compliance breach or customer data leak
How can you prevent repeat contacts for the same issue?
Recapping the interaction and providing next-step education
Give an example of going “above and beyond.”
Providing a proactive solution or follow-up beyond the request
What technique helps personalize interactions beyond using the customer’s name?
Referencing details from their account or previous interactions, or cues expressed during the call
How can you manage a talkative customer respectfully?
Politely redirecting them with summarizing statements and focused questions
What does “FCR” stand for, and why is it critical?
First Call Resolution - It boosts satisfaction and efficiency
What’s the difference between solving an issue and resolving an issue?
Resolution includes both fixing and restoring the customer’s confidence.
What mindset differentiates service delivery from experience creation
Focusing on how the customer feels, not just what is done.