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Service Superstar Secrets
Communication Conundrums
Infratel Inside Scoop
Commercial
100

What active listening technique involves repeating back a customer's key points to ensure understanding?

Paraphrasing

100
  1. True or False: Using jargon and company acronyms is always a good way to impress your B2B clients.

Answer: False. Explain technical terms in layman's terms.

100
  1. Infratel's Managed IT Services help businesses:
    A. Manage their office supplies.
    B. Simplify complex IT infrastructure management.
    C. Plan their social media strategy.

Answer: B

100

What makes you stand out as a customer interfacing personnel?

Clear understanding of customer needs, internal processes and policies, adequate knowledge of Products

200

True or False: The best way to handle a frustrated customer is to apologize and tell them they're wrong.

Answer: False. Empathize and offer solutions!

200
  1. When dealing with a complex issue, you should:
    A. Send a quick generic email response.
    B. Briefly acknowledge their wait and provide an estimated call back time.
    C. Ignore the issue and hope it goes away.

Answer: B - Briefly acknowledge their wait and provide an estimated call back time.

200

True or False: Infratel is only dedicated to providing internet solutions.

Answer: False. They offer a wide range of IT services and solutions.

200

What are some of the critical areas to work on in managing customer expectations?

COMMUNICATION- Clear, concise and honest communication all the time.

300

Active listening involves:
A. Repeating key points to confirm understanding.
B. Sending emojis in your email responses.
C. Doodling while the customer talks.

Answer: 

  • A. Repeating key points to confirm understanding.
300
  1. Which of the following is the least impactful way to manage customer expectations?
    A. Setting clear deadlines and milestones.
    B. Regularly updating the customer on progress.
    C. Saying "It is what it is."

Answer: C . Saying "It is what it is."

300

One of Infratel's core values is:A. Selling the most expensive products.
B. Putting customer success first.
C. Focusing on personal gain.

  • Answer: B
300

Is general appearance a key when engaging customers?

YES! Other than knowing your products, you need to look presentable and smell accommodatingly


400

What phrase can instantly de-escalate a tense situation?
A. "Let's agree to disagree."
B. "I understand your frustration..."
C. "That's not my department."

B. "I understand your frustration..."

400
  1. Making a small mistake in your communication is no big deal.
    A. True. Accidents happen.
    B. False. Always acknowledge and correct errors promptly.

Answer: B . False. Always acknowledge and correct errors promptly.

400

True or False: INFRATEL solely owned by the government currently


Answer: True

400

The Infratel values help me as a guideline in my conduct with both internal and external customers. True or False

True

500
  1. Once you solve a customer's problem, always say:
    A. "You're welcome!"
    B. "Problem solved, next!"
    C. "I'm glad we could resolve this. Please let me know if you have any further questions."

Answer: C "I'm glad we could resolve this. Please let

500

INFRATEL was established in 2021

What is false? Ans 2019

500

What are Infratels core values

intergrity

customer centric

reliabiltity

professionalism

teamwork


500

What are critical areas to focus on when providing excellent customer service? 

Body language, Timely communication, Accurate communication, Knowledge of products, Regular engagements, Understand customer needs & expectations.