What makes a great call
Being hopeful and thinking of the good aspects of the situation rather than the bad.
What is being Positive
This is a international celebration of the importance of the people who serves and support customers on a daily basis
What is Customer Service Week
All companies have one thing in common
What is Customers
What is the Modern term for call center
What is contact center
What is the only mammal capable of true flight?
What is a Bat
The process of establishing a connection with the member
What is building rapport
What year did customer service week become nationally recognized?
What is 1992
Consumers will wait on hold for an average of ____ minutes before hanging up
what is 10 minutes
True of False: 34% people say most frustrating aspect of customer service is Automated phone line (IVR)
True
1 in ___ homes owns a game of scrabble
What is 3
Member called in because her package was shipped to wrong address. After review you see the previous advocate entered the wrong address. Your response....
"I am sorry HUMANA did not meet your expectations the first time around but I will be more than happy to take a look into this order"
What is this an example of ?
What is taking Ownership
Who proclaimed Customer Service week as a national event
___ out of 10 U.S consumers say they would pay more to ensure a great customer service
What is 7 out of 10
True or False: The worlds longest call is 9 hours and 40 minutes
What is False
Zappos employee Steven Weinstein holds the record for the world's longest customer service call at 10 hours and 43 minutes.
What is the one letter that does not appear in any U. S state name
What is Q
The ability to understand or feel what around person is experiencing
What is Empathy
When is customer service week celebrated
What is the first full week of October
Dissatisfied customers will tell up to ____ other people about their negative experience with a company
8-10
What is the longest hold time ?
What is 5 hours and 40 minutes
In 2012 a customer was placed on hold for 5 hours and 40 minutes and one second by an Australian airline
What part of the body keeps growing even after a person dies?
What is hair and nails
Using Terms like "I dont know" or "i'm not sure" will bring ______ to the member and make them question your _________
What is Doubt, Product Knowledge
What is the theme for 2025 Customer service week
What is Next Level Experience
What percentage of customers have abandoned a transaction because of a poor service experience?
What is 78%
Which Company ranks Number 1 for customer satisfaction for mail order for 4 consecutive years with J.D Power
What is Humana Pharmacy
Which State was home to the first ever pizza hut in 1958?
What is Kansas