Idioms
Sarah had a performance on Saturday night. Her friend told her to "break a leg."
Good Luck
What does UDAAP stands for?
Unfair, Deceptive, or Abusive Acts or Practices
What does PA stands for?
Pennsylvania
This type of customer may have a higher level of knowledge about the product or service
Intellectual Customer
The process of transferring a customer's inquiry to a higher level of support, such as a supervisor or manager.
Escalation
The test was a piece of cake.
It was easy
The entity that protects consumers from unfair, deceptive, or fraudulent practices by businesses. It provides education and resources to customers to help them protect themselves from fraud and deception.
Bureau of Consumer Protection
What does TN stands for?
Tennesse
This type of customers may become confrontational or hostile if they feel they are not getting their way.
Deceptive Customer
The process of monitoring and evaluating customer interactions to ensure high-quality service.
Quality assurance
Mike failed his project because he was cutting corners to finish it quickly.
Doing something poorly in order to save time or money
This are set of statements that a debt collector must use when contacting an individual to collect debt.
Mini Miranda
It is the practice of advancing clocks during summer months so that evening daylight lasts longer.
DST or Daylight Saving Time
Apologize for any inconvenience or frustration the customer has experienced. This practice best applies to what type of customer?
Emotional Customer
Offering customers additional or upgraded products or services during a transaction.
Upselling
My father buried the hatchet by equally dividing the pasta between me and my sister so we would not fight anymore.
Ending a quarrel to make peace.
This Act protects information collected by customer reporting agencies such as credit bureaus, medical information companies, and tenant screening services.
Fair Credit Reporting Act
Which country is under CST?
•Los Angeles, LA, CA
•San Francisco, CA
•Missouri, MO
•Oakland, CA
Missouri, MO
A customer contacts a customer service agent to inquire about how to return a product they purchased. The customer explains that they previously lost their job due to the pandemic. They had their hours reduced in their current job and are struggling to make ends meet. The customer service agent feels bad for this customer because they experienced a similar situation in the past.
Incidental Customer
It measures how well the company meets or exceeds customer expectations and meets their needs
CSAT or Customer Satisfaction
We have to go back to the drawing board. No one is agreeing on what we should do to make more money.
Start over
Miranda Rights is derived from a known criminal in Arizona, who's convicted due to kidnapping, rape, and armed robbery charges.
Ernesto Miranda
How many Time Zones do we have?
5
Pacific Standard Time Zone
Mountain Standard Time Zone
Central Standard Time Zone
Eastern Standard Time Zone
Atlantic Standard Time Zone
Offer support and guidance to the customer within your role’s possibilities. This practice best applies to what type of customer?
Incidental Customer
It is a process of asking clear and concise questions that helps to build trust and establish a rapport between the customer and the agent
Persmissive Questioning