LDQA

CX EXPERIENCE

100

Aspire's Core Values

PASSION

INNOVATION

CLIENT FOCUS

TRUST

200

Acceptable or not -- "I simply cannot guarantee!"

NOT ACCEPTABLE

300

_______ is the process of designing a customer service script and formulating a message so as not to frustrate or upset your customers.

POSITIVE SCRIPTING

400

To meet the customer experience needs, you need to provide these two things. 

TOOLS AND HEART

500

Give at least 3 reason why service recovery is important.

DISSATISFIED CUSTOMERS WILL NOT RETURN

THEY WILL TELL OTHERS 

IT WILL HURT OUR REVENUE

IT WILL HURT OUR BONUS

PROCEDURAL ELEMENTS

100

How do you verify a Smart Infinity subscriber?

NAME AND MOBILE NUMBER

200

We get the caller's name so that ____?

WE CAN ADDRESS THEM PROPERLY

300

What are the two necessary information we need to get if we receive a Code Blue call?

LOCATION AND CONTACT NUMBER

400

What is the magic statement we provide when we receive a dining request?

ARE YOU CELEBRATING ANY SPECIAL OCCASION?

500

What is our BCP Protocol in case of Earthquake incident? (Give the 8 steps sent last April 4, 2019)

• DROP, COVER, HOLD
• GRAB MOBILE DRPS AND GRAB FOLDER
• CALL YOUR SDM/ON-CALL SUPS TO ACTIVATE DIVERSION
• EVACUATE AND DO A QUICK HEADCOUNT
• MOVE AS A TEAM
• PROCEED TO ASSEMBLY AREA - PARKING LOT ALONG JULIA VARGAS, CORNER SAPPHIRE ROAD, IN FRONT OF ANTEL BUILDING
• UPON ARRIVAL, DO A HEADCOUNT AGAIN
• DO NOT GO BACK TO THE OFFICE BUILDING. SDM WILL ADVISE NEXT STEPS

DOCUMENTATION

100

What is the minimum threshold of replying to the initial chat message? (In minutes)

1 MINUTE

200

Yes or No: In Thea, does the concierge verify the customer?

NO

300

True or False: In LiveEngage, automatic CSAT survey will appear every after you close a chat box.

TRUE

400

When do we document a call?

EVERYTIME

500

For LiveEngage, what's the maximum chats can a Beginner, Interim and Expert can handle?

BEGINNER: 2

INTERIM: 3

EXPERT: 4

PRODUCT

100

Who is our regional manager for Asia Pacific?

MATTHEW SQUIRES

200

Two telco clients we have.

SMART AND GLOBE

300

Give at least 2 featured hotels in Tokyo Destination Guides.

MANDARIN ORIENTAL

PARK HYATT

THE PENINSULA

INTERCONTINENTAL

ANDAZ TOKYO 

PALACE HOTEL

400

What are the two cities that was recently added to the destination guides that was sent last June 7, 2019?

MEXICO AND BARCELONA

500

In 2020, Olympics will be held in what country?

TOKYO, JAPAN