H & B history
Compliance
Call flow
Random
Shade
100
Holland & Barrett International is one of the world's leading
Health & wealth wellness retailer.
100
If a call disconnects while assisting a customer I should always....
Attempt to call back
100
List the steps of the call flow in order
Opening(Greeting)
Call driver(reason for call)
Authentication(ID & V)
Empathy
Recap
Ending
100
What KPI measures your average time spent on a call ?
AHT
100
Who is the loudest in the room
Aphwie....
200
When did H & B launch their app
2014
200
You should always manage....?
Customer expectations.
200
How should we end a call?
"Thank you for calling Holland & Barret "
200
An app by H&B that allows you to monitor your wellness and receive blood test results?
H&B & me
200
Most likely to become a super villain
Venessa
300
Name the countries outside the UK that H&B supplies their products too
netherlands,Malta,China, India & UAE
300
How do we identify a caller?
ask for RFL or order number..
300
What is the recommended greeting?
Must include company name,"Holland & Barret" & their name...
300
True or False
We do not need to authenticate calls coming from a store about a click & collect order..
False
300
Who is the smartest in the room?
400
When was rewards for life program launched
2011
400
Once a caller has been identified, how many more security questions are we required to ask to verify?
2!
400
What are the key skills required to express empathy
Active listening
Ask plenty of questions
Identify the customers tone
Never make assumptions
If the customer is right let them know
400
Recap-Top tip??
Hint- Samkelo asked about it during the lesson
Take down detailed notes
400
Who is always sleeping(praying) during class?
Nokubonga/Zothani
500
Where is H&B's headquarters located?
Nuneaton
500
On chat/emails, how many pieces of information are required to identify and verify a customer?
2
e
500
List the 3 types of empathy we discussed?
Compassionate
Emotional
Cognitive
500
What are Holland & Barrett's values and what do they stand for ??
Expertise
Pioneering
Inclusive
500
Who is always surfing the net at the wrong times...
Silver surfer Samkelo