Call Flaw
Provide three (3) acceptable Authenticating Questions.
Name, Account Num., Reference Num., DOB, Mother’s Maiden Name, PIN, Password
DOUBLE POINTS!!!
An animal commonly referred to as "Trash Panda".
RACCOON
A crucial behavior in a call where the representative establishes the mood of the conversation and provides initial impression on the caller (etiquette).
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
How many Time Zones are observed in the US?
Six (6)
_______ ______ is a type of call that is account impacting and specific only to a certain account.
Critical Call
What animal causes the most car accidents in the US?
(It causes around 2.1 million collisions annually.)
DEER
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
A heavy fall of snow, especially with a high wind.
SNOWSTORM / BLIZZARD
DOUBLE POINTS!!!
Which Time Zone has the earliest sunrise?
EASTERN TIME
___ - _______ ____ is a type of inquiry that does not involve an account and can be considered as a general inquiry.
Non-Critical Call
A federal holiday in the United States observed on the third Monday of January each year.
MARTIN LUTHER KING JR. DAY
A soft skill that allows the representative to uncover more information that will help the customer.
PROBING
A strong tropical cyclone that occurs in the Atlantic Ocean or northeastern Pacific Ocean.
HURRICANE
Philippines: Valentines Day, 11:00 AM
New York: DST: Date? Time?
Date: Feb. 13
Time: 11:00 PM
DOUBLE POINTS!!!
The Opening Speil must contain the following: Greeting, ________, Identification, Offering of Assistance
BRANDING
Which Great Lake was named after a State in the US?
Lake Michigan
A soft skill that can be demonstrated in using voice for effective, upbeat, and productive communication.
Tone
DOUBLE POINTS!!!
The branch of science that deals with weather prediction and climate patterns.
METEOROLOGY
What is the only Time Zone that does not follow DST?
HAWAIIAN TIME
(Hawaiian-Aleutian Time)
A type of soft skill that addresses the underlying emotional expression of a caller/customer.
EMPATHY
Baja California is found in which US State?
NONE
(Baja California is a province of Mexico)
DOUBLE POINTS!!!
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
Daylight Saving Time (DST) in the U.S. always begins on the second Sunday of March and ends on the _____ ________ __ _________
FIRST SUNDAY OF NOVEMBER