QA
How many QA criteria is there?
What is 13
What is the Strada Services greeting?
“Thank you for calling Strada Services! This is (YOUR NAME). How may I help you today?
Instead of just hearing what a customer is saying, this vital skill involves mentally focusing, understanding, and reflecting the shared information.
What is active listening
What kind of tone should have when speaking to customers?
What is professional and friendly tone.
What is the QA monthly average?
What is 85
How many times should you use a customers name?
What is at least 2 times
What is the Strada Services closing?
Thank you for calling Strada Services—have a great day
Putting yourself in the customer's shoes and demonstrating that you care about their situation is the definition of this concept.
What is empathy
Should you use profanity on a call?
What is no
What is the AHT for CSR?
What is 6 min and 45 sec
How long should you leave a customer on hold before checking back in?
What is 2 mins
What should you ask a "new customer"?
What is how did you hear about us?
You should never do this when a caller is venting their frustrations.
What is interrupt?
When on a call should you over talk a customer?
What is no
How many bookings must you average each month?
What is 70
What would cause an auto failure for QA?
What is no notes, not being professional or not fully verifying the call.
What is the arrival window you should give for same day service.
What is arrival window of 1 PM – 6 PM
You should always have these ready to go before you ever pick up the phone?
What is a smile and a friendly greeting
A customer is upset on the phone. What should a CSR do?
What is Stay calm and speak respectfully
Confirming appointments
Routes
Tech Check-In
Managing chats
Managing emails
Customer callbacks
What can you upsell for HVAC?
What is PMP, JB warranty and UV lights
When should you add a CC on file?
What is always
This method involves repeating a customer's core problem back to them in your own words, ensuring clarity before you begin offering solutions.
What is active listening.
If a customer is being rude, it is acceptable for a CSR to match the customer’s tone as long as the information being provided is correct.
What is false
What % of conversions must you have for the "green bubble" each month?
What is 85%.