Around the World 🌎
What country is home to the Eiffel Tower?
What is "France"?
What department is responsible for grading agent interactions?
What is the "Quality team"?
Is anticipating a customer's needs before they have to ask an example of going the extra mile?
What is "yes"?
Yes or No, is “That's not my department” an example of a focus mentality?
What is "No"?
Which artist released the album Thriller?
Michael Jackson
What is the largest ocean on Earth?
What is the "Pacific Ocean"?
How many supervisors are in the CE department?
What is "16"?
A customer seems confused by the instructions you provided. What is the best response?
A. Repeat the same instructions louder
B. Tell them to read the instructions again
C. Explain the process in a different, simpler way
D. Move on to the next topic
What is "C — Explain the process in a different, simpler way"?
What customer service skill means understanding and acknowledging how a customer feels?
What is "Empathy"?
In The Lion King, what is Simba's father's name?
Mufasa
Which famous landmark was a gift from France to the United States?
What is the "Statue of Liberty"?
There are four managers in the WM structure. Which manager oversees Quality, BA, and Resource Management?
What is "Rebecca Borrelli"?
A customer requests something that isn't possible. What is the best next step?
A) Explain why it can't be done and end the conversation
B) Look for an alternative that addresses their underlying need
C) Transfer them immediately
D) Tell them to call back later
What is "B — Look for an alternative that addresses their underlying need"?
A customer tells you they're frustrated because they've had to contact the company multiple times. What should you acknowledge first: the customer's frustration or the solution you're going to provide?
What is the "customer's frustration" ?
What website had the famous “Top 8”?
MySpace
What is the only continent that lies in all four hemispheres?
What is "Africa"?
Which department is responsible for training on new processes and making sure new training is sent out?
What is the "BA team"?
Which of these is the BEST example of going the extra mile?
A. Doing only what the customer specifically asks
B. Giving the customer the fastest answer possible
C. Looking for ways to make the customer's experience easier and more complete
D. Saying yes to every customer request
What is "C — Looking for ways to make the customer's experience easier and more complete"?
A customer gives you a vague explanation of their problem. Rather than assuming what they mean, what should you do?
What is "Ask clarifying questions"?
“On Wednesdays, we…”
Wear pink
Which country has the most natural lakes in the world?
What is "Canada"?
What is the name of the office mascot?
What is "Rubbish and Raddish"?
A customer thanks you for solving their issue. Before ending the interaction, what is one simple thing you can do to make sure they don’t need to call back?
What is "Ask if there’s anything else you can help with"?
You're halfway through explaining a solution when the customer interrupts because they have another question. What should you do?
What is "Stop and listen to the question rather than talking over them"?
What district is Katniss from?
District 12