CX EXPERIENCE
Aspire's Core Values
PASSION
INNOVATION
CLIENT FOCUS
TRUST
How do you verify a Smart Infinity subscriber?
NAME AND MOBILE NUMBER
What is the minimum threshold of replying to the initial chat message? (In minutes)
1 MINUTE
Who is our regional manager for Asia Pacific?
MATTHEW SQUIRES
Acceptable or not -- "I simply cannot guarantee!"
NOT ACCEPTABLE
We get the caller's name so that ____?
WE CAN ADDRESS THEM PROPERLY
Yes or No: In Thea, does the concierge verify the customer?
NO
Two telco clients we have.
SMART AND GLOBE
_______ is the process of designing a customer service script and formulating a message so as not to frustrate or upset your customers.
POSITIVE SCRIPTING
What are the two necessary information we need to get if we receive a Code Blue call?
LOCATION AND CONTACT NUMBER
True or False: In LiveEngage, automatic CSAT survey will appear every after you close a chat box.
TRUE
Give at least 2 featured hotels in Tokyo Destination Guides.
MANDARIN ORIENTAL
PARK HYATT
THE PENINSULA
INTERCONTINENTAL
ANDAZ TOKYO
PALACE HOTEL
To meet the customer experience needs, you need to provide these two things.
TOOLS AND HEART
What is the magic statement we provide when we receive a dining request?
ARE YOU CELEBRATING ANY SPECIAL OCCASION?
When do we document a call?
EVERYTIME
What are the two cities that was recently added to the destination guides that was sent last June 7, 2019?
MEXICO AND BARCELONA
Give at least 3 reason why service recovery is important.
DISSATISFIED CUSTOMERS WILL NOT RETURN
THEY WILL TELL OTHERS
IT WILL HURT OUR REVENUE
IT WILL HURT OUR BONUS
What is our BCP Protocol in case of Earthquake incident? (Give the 8 steps sent last April 4, 2019)
For LiveEngage, what's the maximum chats can a Beginner, Interim and Expert can handle?
BEGINNER: 2
INTERIM: 3
EXPERT: 4
In 2020, Olympics will be held in what country?
TOKYO, JAPAN