Departments
Greyson calls and says he needs to recertify his Lifeguard/CPR certificate...
Who is the training department?
True or False:
Thank you of Impact Statements are required on each appointment related call after scheduling?
TRUE
Where is the following associated within Info Call Outline:
Is there anything else I can assist you with today? (respond appropriately)
If you have any questions, just give us a call at 1-800-REDCROSS
Thank you for your continued support of the American Red Cross.
Have a great <day/evening/night/weekend>.
Closing
Name 2 Actors from this Movie and the Year it came out:
Clueless (1995)
- Alicia Silverstone
- Stacey Dash
- Donald Faison
Person wishes to check on a promotion they should have received from donating 2 months ago..
What department could assist, what should you do prior to completing transfer
Who would be Customer Care and pull up Donor's profile to verify donation Date
You no longer are required to inform if the donor is not feeling well to call back at 1-800-REDCROSS
TRUE or FALSE
TRUE
You are not required to say if not feeling well... However you are still required to provide the ARC Phone Number
Date is 2.3.2023
Donor/Caller Eligible to Donate in March but wants appointment for April 21st
1. Is a promo required to be mentioned?
NO promo is not required
Name this Actor and Movie:
Damon Waynes (Major Payne)
Person calls and wishes to have their Name Updated on Donor Record..
Data Management at DCSC
Caller states they would like to schedule an appointment.
Rep says "Ok, I can help with that!"
The agent provided a positive affirmation with assurance statement?
True or False?
FALSE:
Positive Affirmation Examples:
"Certainly, Absolutely, Great, Awesome, I can help with that"
What are these Examples of
Specialized Appreciation Statement
Name 2 of these Actors and the Year this Movie Came out:
In the Heat of The Night (1967)
- Sidney Poitier
- Rod Steiger
What department can you reach if you need assistance with Legal, Mental, or Child Care?
Who is the Employee Assistance Program
Avoid side bar conversations while the call is connecting to the donor and refrain from making outburst during the call disconnect.
Always use professional language when speaking with a donor.
Speak to convey your professionalism – this means speaking confidently, clearly and with the intent to be understood.
Correct any mispronounced words and inappropriate phrases.
Be courteous, respectful, and polite to the donor.
Where would you identify the above traits?
(B) Skills and Customer Service
Where do the traits listed below belong regarding Quality Scorecard
Speak in a professional manner
Use courteous and polite words and phrases
Speak clearly so that the caller could understand what they were saying
Respond patiently and respectfully throughout the call
Refrain from using excessive slang or jargon
Answer and close all calls appropriately
Avoid communications (before/after/while on hold) that can potentially be heard by the donor.
Ensures a professional audio environment for the call (i.e., no agent background noise or interruptions).(A) Skills and Customer Service
(B) Call Opening
(C) Solution Information
(A) Skills & Customer Service
Name these Actors and Movie:
Ride Along
-Kevin Hart
-Ice Cube
Donor mentions they moved and want to schedule appointment but are unable to find anything in their area online so they'd like you to schedule them.
After Verifying Donor you realize address is not up to date.
You do not offer to update...
What would the mark-off be?
Address All Donor Issues, Technical Issues, and Navigate, in Addition to Presentation of Accurate Information
Prereqs Not Required for “Tenured donors” – (A “tenured donor” is any caller who has 3 or more donations AND has donated at least once in the last 6 months.)
True or False?
TRUE
What are the 5 components that make up the IB Appt/Reschedule Call Outline
Call Opening
Skills & Customer Service
Solution Information
Sales Presentation
Close
Name This Movie and Actors
Barbershop: The Next Cut
- Cedric The Entertainer
- Ice Cube
- J.B. Smoove