Handle w/ Care
A warm, friendly, professional greeting including company names, department name and the person’s name who answers the call.
Greet Lively
A violently rotating column of air that is in contact with both the surface of the Earth and a cumulonimbus cloud that causes severe damage on houses and properties.
TORNADO / TWISTERS
Edward T. Hall authored the cultural theory on Monochronic and __________ Cultures.
POLYCHRONIC
Call Out Procedure for Absence: The trainee must notify the trainer at lease __________ before the start of the shift.
Three (3) hours
"Give me a moment while I double-check with my manager."
CALLING YOUR SUPERVISOR
A way to show gratitude to our callers and customers. This helps in ensuring that we are able to establish positive connection with our callers.
APPRECIATION
DOUBLE POINTS!!!
A heavy fall of snow, especially with a high wind.
SNOWSTORM / BLIZZARD
_____________ communicators spell things out and need things spelt out for them.
LOW CONTEXT
If the trainee advised being tardy but failed to report to work, they will be tagged ________
ABSENT
"I can't imagine how you must be feeling right now."
EMPATHISING WITH CALLER
DOUBLE POINTS!!!
__ ___ ________ is taking the time to extend yourself in some way to make a positive, lasting impression on the customer.
Go the Distance
A strong tropical cyclone that occurs in the Atlantic Ocean or northeastern Pacific Ocean.
HURRICANE
TRUE or FALSE
Filipinos are generally considered as 'Universalist'.
FALSE
(Filipinos are Particularist)
DOUBLE POINTS!!!
TRUE or FALSE
For WAH, if WPA2 encryption is disabled, you need to contact your Service Provider instead of the EXL IT Helpdesk to seek assistance in installing it to the router system.
TRUE
"I’m afraid I didn’t catch that, could you repeat it please?"
YOU DIDN’T UNDERSTAND
A soft skill that allows the representative to uncover more information that will help the customer.
PROBING
The branch of science that deals with weather prediction and climate patterns.
METEOROLOGY
DOUBLE POINTS!!!
Who is the author of the Cultural Theory on Neutral and Emotional Managers?
Fons Trompenaars
What does ISG stand for?
Information Security Guidelines
"It would be perfect if you could provide me some more details on this..."
ASKING FOR MORE INFORMATION
Terminologies used in internal conversation within peers, groups, professions, or organizations that maybe unintelligible to laymen.
JARGON
A form of solid precipitation that often occurs during a thunderstorm and can cause severe damage on cars and houses.
HAIL / HAILSTORM
_____________ cultures are people who ideally achieve alone and assume personal responsibility.
INDIVIDUALISTIC / INDIVIDUALISM
__________ ___________ _______ is the standard guidelines governing the performance, attendance, exemptions, and documentation requirements of every employee before Operations.
Training Attendance Policy
DOUBLE POINTS!!!
"Feel free to correct me if I got you wrong..."
CHECKING YOU’VE UNDERSTOOD THE MESSAGE CORRECTLY