What is the amount of time you have to answer your call when it rings
What is 10 seconds
100
What is the proper verbiage for placing a customer on hold?
What is may I place you on hold, do you mind if I place you on hold, after they state yes then you place them on hold
100
What is the difference between informed silence and uninformed silence?
What is Informed is where you have informed the user of the steps you are taking to resolve their issue. Uninformed is where the user has not been advised of what is going on or does not receive a response from the agent
100
When should we ask for the last 4 digits of the customer’s SSN?
What is Verification of their AKO account if required
100
True/False You have to mention the survey at the end of the call.
What is false
200
What is the minimum amount of times the customer’s last name/rank should be used on the call?
What is two times
200
What is the proper amount of time to place a customer on hold?
What is two minutes
200
What amount of time is dead air for uninformed and informed silence?
What is 10 seconds for uniformed and 30 seconds for informed
200
When verifying identity, a caller may only have how many attempts at each question?
What is customer gets one attempt?
200
What is it called when you repeat all that you have done on the call at the closing?
What is recap
300
What do you do if you are having difficulty with the name of the customer?
What is ask if they have a preference they would like you to use or you can use sir/ma’am
300
What should you state when returning back from hold?
What is thank the customer for holding and provide information obtain or if need to place them on hold again inform them of why and gain permission again
300
These phrases do not give an appropriate amount of information to let the customer know you are working on their issue
What is one second, just a second, and/or hold on?
300
Can you provide hints to answer identity questions?
What is no
300
What is the difference between empathy and sympathy? (Give an example of both.)
What is empathy is understanding what others feel because you have experienced it yourself or can put yourself in their shoes. Sympathy is acknowledging another person’s emotional hardships and providing comfort and assurance
400
When you repeat the customer’s issue, what is this called? (Give me an example of this.)
What is restating the reason for calling/issue.
400
When you use mute on your call to get additional information this is proper use of hold?
What is no. You should place your customer on hold to avoid the dead air that is heard.
400
What can you do to avoid dead air?
What is Probe and inform the customer what you are doing and why
400
Once a caller is verified what must you list in the work details?
What is verified user
400
When creating a profile in AESD-CRM is it necessary to complete the organization field? What do you put there?
What is yes. MACOM
500
What should be included in your greeting?
What is Army Enterprise Service Desk, your name, classified/non classified
500
What is assurance of help? (Give an example.)
What is making the customer aware that you will assist with their issue
500
What are the two type of questions? (Give me an example of both types.)
What is open ended and closed ended questions
500
What is the purpose of asking all of the security questions?
What is to ensure proper verification of the call?
500
Where should your KBAs show up when completing an AESD-CRM ticket?