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True or False
Multitasking can have a negative effect on your mental health.
True, multitasking can have a negative effect on your mental health.
True or False:
There are better ways to deal with multiple tasks than multitasking.
True, there are better ways to deal with multiple tasks than multitasking.
True or False:
Quality Specialists go through extensive product training before starting reviews.
True, Quality Specialists go through extensive product training before starting reviews.
True or False:
Feedback in QA is provided to help Associates grow and improve.
True,
Feedback is provided to help Associates grow and improve.
True or False: Slack is great for research on new skills and knowledge.
It is FALSE. It is NOT possible to research new skills and knowledge on Slack.
What does CRM stand for?
Customer Relationship Management
What's a Maintenance Anchor?
Things that help you have a positive attitude.
What's a Repair Anchor?
Things that help you feel better if you find yourself feeling angry or upset.
Why is the initial greeting of a call important? Mention 2 reasons.
Because it can set the tone for the entire interaction.
Because it is the first step to start building a relationship with the customer.
How is Quality defined at PH?
Quality is a mindset - all teams collaborate to achieve common quality goals.
What 3 things can you do when you get a call from an escalated customer?
When you have an escalated customer, you can: Explain the “why” to the customer, list the possible solutions, and assure them you will try your best to help them.
Mention 3 aspects of chat templates.
Templates should always be tailored to the customer and the situation. They can help you provide faster service by providing detailed information to customers.
When using critical reading skills for emails, what should you look for?
Scan the email for sentences that start with question words, even if they don't end with a question mark.
What 2 actions can you take to improve your sleep?
Try to sleep at least 8 hours.
Turn off screens 1 hour before you want to go to bed.
Mention two strategies you can use to stay calm when dealing with escalated customers?
To help yourself calm down, you can give yourself some time before you respond and show empathy to the customer.
How can you deal with a situation that looks like a "big problem"?
If there is a big issue, start by analyzing if it has smaller problems within.
What should you do when dealing with technical Problems?
Assess the customer's knowledge and adapt indications to it.
What are the three key aspects to positive positioning?
Use positive words instead of negative ones.
Reflect the brand promise.
Reframe the situation.
What are 3 steps you can take to confirm you have understood the customer?
Listen to the customer,
Repeat back to the customer what you understood
Add a question such as “is that correct?” at the end of your statement to allow them to confirm.
When should you use a leading question?
You should use leading questions when you want to use the question to present an option to a customer which would be the best for them based on what you can do.
What does “Notice of Privacy Practices” refers to?
“Notice of Privacy Practices” is a document that describes important rights and protections of someone's health information.
How can a customer service agent build rapport with customers?
Agents can build rapport by using the customer’s name and being genuine to establish a relationship.
What are the three components of the RRV Method of critical thinking?
The RRV Method for critical thinking checks the reliability, relevance, and validity of the information.
Finish the sentence:
Emotional intelligence is the ability to...
Emotional intelligence is the ability to identify and manage one's own emotions, as well as the emotions of others.
When troubleshooting in Emergencies, what two categories can be useful when assessing the situation?
Make a diagram of the things you can control and the things you cannot control. Focus on assisting customers with the things that are under your control.