1
Accept responsibility for all errors are known as?
Recovery
Arrogance
These callers are easier to service and manage.
Passive Callers
Not always right but they are always the?
Customer
Delivering on what is promised is known as what?
Follow Through
Any kind of chilly unfriendly attitude is known as?
Coldness
What consumes more of ones work day than talking?
Listening
In a call center environment- doing it right the 1st time allow for?
1st call resolution
Going above and beyond courteous is known as what?
Friendly/Caring Service
Trying to quickly release a customer is known as what?
Brush Off
This concept concentrates on refusing ownership of the problem, is known as?
Run-Around
Never put a customer on hold with out first asking, hang up on customers, or never get stuck on a script grove is known as ?
The 3 telephone NO NO's
Willing to assist to the extent of our ability is known as?
Flexibility
The attitude of "I just don't care" is known as?
Apathy
The idea fuscous on policies instead of people is known as?
Rule Book
These callers are pretty east to recognize on the telephone because they are quick to show authority, demand action and usually get to the point.
Assertive/Demanding Callers
There are 4 expectations customers have when calling the contact center. What are 2 of those expectations?
In addition to our verbal communication, we also send?
Non verbal communications
The mechanical worker who put every customer through the same same process with no warmth or individuality, is known as?
Robotism
These callers are more interesting and enjoyable.
Talkative Callers