Customer Communication
Is it possible to opt-out of the Betway login notifications?
Yes!
What should we ensure when wring email responses to customers?
Clear, Concise and Complete (The 3 C's)
Are there any differences between our expectations and the customers expectations?
None!
What is the first step of problem-solving?
What's the problem.
When is it necessary to use a comma in a sentence?
A pause between parts of a sentence. It is also used to separate items in a list.
Upon a successful registration, what will the customer receive first?
A registration email!
As a customer service representative, you can improve the customer experience by?
Providing swift and efficient support.
An intentional language that clearly identifies problem-solving behaviors such as critical thinking and solution finding skills, is?
Ownership
What is an example of a contraction?
you're
it's
What are the three steps of success in action?
1. What we know
2. What we have done
3.What is next
What is included in the welcome letter that is received upon registration?
The welcome offer (PROMO)
Name 2 Betway personality traits in regards to CS?
1. Friendly
2. Knowledgeable
3. Accurate
4. Informative
5. Honest
Name 3 skills of active listening?
1. Self Awareness
2. Self-Regulation
3. Motivation
4. Empathy
5.Social Skills
This house cost me an arm and a leg; Arm and leg is an example of denotative or connotative meaning?
Connotative!
Using words to set up an expectation of good experience, is?
Positive Positioning!
What two forms of documentations are needed for account verification?
Government I.D and an utility bill from the past 3 months.
What does the KPI measure? (Key Performance Indicator)
How effective a company can achieve key business objectives.
This customer is on a losing streak, has ignored issues and always thinks there's something wrong. Which type of customer is this?
Dissatisfied Customers
What is a teaser?
Betting multiple teams and adjusting the point spread in all the games in the bettor's favor. All games have to be picked correctly to win the wager.
What are the four Betway core values?
1. Everything is possible
2. Share the thrill
3. Authenticity
4. Responsibility
What day of the week is the weekly bet credit sent?
They will receive this email Friday mid-day when the credit is dropped into their account.
A contract between a business and it's customers that defines the level of service expected?
SLA (Service Level Agreement)
Give us an example of acknowledging a customer?
Thank you for the feedback!
This issue is no less acceptable for you than it is for me!
Thank you for bringing this up to my attention!
How do we exhibit emotional intelligence with our customers?
The ability to understand, use and manage your emotions in positive ways.
How do we assess the weekly bet credit amount?
We generate a special comp list that checks each player’s betting habits and assigns them a credit amount.