How do you respond?
Writing and Speaking Conventions and Practices
Professional-ism
Personal Touches
ESL Considerations
200
Language is a complex system of ____________ that involves the use of words, symbols, and grammar to convey meaning.
THAT IS “COMMUNICATION”?
200
HELLO. HI. GOOD MORNING/AFTERNOON/EVENING. GOOD-BYE. SEE YOU LATER. ARE?
THAT IS GREETINGS AND FAREWELLS
200
#WhatsTheName
FRESHDESK
200
One of your customers is upset and angry because they purchased the N-FP program and it has stopped working. Your response should?
WHICH IS "DISPLAY EMPATHY"
200
I am from another country, however, I have purchased the N-FP program from NAVBLUE and would like assistance. I am a?
ABSOLUTELY A CUSTOMER?
400
A CSS uses simple and coherent language to better suit the customer. Which is?
WHICH ARE
“ESL Considerations”
400
There was an issue with the N-sight programming and it was affecting the customer negatively. This is an example of what writing convention?
WHAT IS NONE OTHER THAN “SPELLING”
400
I DONTS GT NO TIME FOR FRESHDESK TIXS
THAT IS NOT “FORMAL LANGUAGE ”
400
The CSS decided not to use a template response as his reply to the angry customer with the unique N-sight issue. This is?
THAT IS CUSTOMIZING MESSAGES TO RECIPIENTS NEEDS AND/OR PREFERENCES
400
A customer responds “I do not kow why the progam keps closng”. What type of language should a CSS use?
THAT IS CLEAR AND SIMPLE LANGUAGE?
600
Language can be _______, ______, and/ or _______, and it plays a vital role in human interaction and expression.
THAT IS SPOKEN, WRITTEN, AND/OR ACTIONED
600
Demonstrates respect, gratitude, and consideration for others while maintaining harmonious social interactions and showing courtesy. Hint: phrases like “please,” “thank you”, “excuse me,” and “I'm sorry”
Politeness Conventions
600
The CSS sent an email “Dear Emily, this issue is your issue! You need to fix it! Sorry not sorry!”
WHAT IS TONE?
600
IN WHAT WAYS DO YOU TAILOR YOU COMMUNICATION STYLE TO CONNECT WITH CUSTOMERS ON A MORE PERSONAL LEVEL?
HAS TO BE NO OTHER THAN BY Addressing recipient by name
600
The CSS has a frustrated customer, his response, “Sorry any delays, hope my updates have proven helpful. We are still resolving the issue. Until then, we are available for any other questions, thank you for contacting NAVBLUE support. What is the CSS displaying?
WHICH IS BEING PATIENT AND SUPPORTIVE
800
Matt called in upset that the N-FP support response that he received was confusing. What should be the CSS first point of action?
WHICH ARE APOLOGY/APOLOGIZE and EMPATHY/EMPHASIZE
800
The CSS solved the issue. The CSS is solving the issue. The CSS will solve the issue. Is an example of what writing convention?
THAT IS A “VERB TENSE”
800
The CSS used words such as “please” and “thank you” in their response to the customer. These are part of?
ETIQUETTE
800
CSS JESSE‘S CUSTOMER HAD A PENDING ISSUE FOR OVER 30 DAYS, SO HE DECIDED TO SEND A FOLLOW UP EMAIL TO SEE IF THERE WERE ANY UPDATES, HE THEN FREQUENTLY UPDATED THE CUSTOMER UNTIL THE ISSUE WAS RESOLVED.
WHY NOT GO ABOVE AND BEYOND?
800
A customer, Dominic is having issues with the N-sight program. He is new to the country and his second language is English. The CSS is having difficulties understanding him.
BE CAUTIOUS OF CULTURAL PROFICIENCIES
1000
You have a pending issue with a product and have messaged an internal department for assistance. They have given no response. What should your next action be?
WHAT DO CX EXPERTS DO BUT “KEEP CUSTOMER UPDATED/IN THE LOOP”
1000
AN ANGRY CUSTOMER, EMILY, IS SCREAMING AND YELLING VIA MESSAGE AT THE CSS, TONY, WHO IS ASSISTING HER. TONY SHOULD DISPLAY “______ _________” AND “____ ____”
WHAT ELSE BUT ACTIVE LISTENING AND STAYING CALM
1000
IT IS ASSOCIATED WITH ANSWERABILITY, CULPABILITY, LIABILITY, AND THE EXPECTATION OF ACCOUNT-GIVING
WHICH IS “ACCOUNTABILITY”
1000
CSS BRAD ALWAYS GOES ABOVE AND BEYOND TO ENSURE HIS CUSTOMERS FEEL HEARD AND VALUED TO ENHANCE CUSTOMER RETENTION AND ENCOURAGE CUSTOMER “_______”
WHICH IS NONE OTHER THAN LOYALTY?
1000
A CUSTOMER HAS LIMITED FORMAL EDUCATION, OR THEIR EDUCATIONAL EXPERIENCE HAS BEEN SIGNIFICANTLY DISRUPTED. WHAT SHOULD THE CSS BE CAUTIOUS OF?
BE AWARE OF LANGUAGE PROFICIENCY LEVELS