Voice and Style
_________ is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place. Essentially, it is putting yourself in someone else's position and feeling what they must be feeling.
Empathy
Analyst disclosed MNPI or private information including internal asset information to Coinbase customers, what CE it is?
Cross Pillar 004 - MNPI Disclosure
“Hey there Jorie,
Thanks for contacting coinbase, can I help you?”
What are the errors displayed in the statement?
A. Addressing the customer, capitalization, and offering help
B. Addressing the customer, and punctuations
C. Using colloquial words in the statement
D. Using profanity
A. Addressing the customer, capitalization, and offering help
When doing a freeform response, it is best to itemize and arrange the resolution in random order.
Yes, for our customers to use CTRL + F
No, chronological order fits the instance
Maybe, we can do both
The arrangement is not important
No, chronological order fits the instance
Presenting relevant steps towards addressing the issue is which part of the Customer-Centric Communication guide?
Resolution
Analyst expresses rudeness, unprofessionalism to customers, and or provided accusatory statements to the customers.
Cross Pillar -005 Coinbase Comms and Etiquette
Cx statement: "I have issues on my Coinbase wallet application, it just keeps on loading."
Agent response: "Hi thanks for reaching out to us. When troubleshooting an unknown issue we recommend that you first rule out these steps:..."
What are the errors displayed in the agent's statement?
A. Did not address the customer
B. No acknowledgment of the customer's issue
C. Missing necessary punctuations
D. All of the above
D. All of the above
TRUE or FALSE: If the user threatens Coinbase support stating that they are going to formally file a legal complaint, as a free-former, explaining what happened to the case is the best way to resolve the concerns.
FALSE - Escalate the case to the SMEs.
Should you have other concerns while our team looks into your case, feel free to reply here and we'll be happy to help.
Is which part of Customer-Centric Communications?
Positive Closing
Analyst provided false promises or misleading directions to a customer.
Cross Pillar 007 - Customer Promises and Expectations.
Messaging agent first response after the BOT's interaction with the customer: "Hi Julia, thank you for contacting us! How can I help you?"
What are the errors displayed in the statement?
A. Incorrect punctuations
B. Asking how we can help the customer
C. Using colloquial words in the statement
B. Asking how we can help the customer
These are rules of Email Etiquette to make a perfect impression on anyone, except:
A. Practice good grammar
B. Respond in a timely manner
C. Use proper email punctuation
D. Keep using emojis in email
D. Keep using emojis in email
These are the steps needed for us to be able to pick, modify and tailor fit the macros needed for the response to jive into one cohesive text.
Selection, Omission, and Combination
Agent failed to apply the process cases state on Live Person based on the workflow followed. This includes premature closing/ resolving the conversation without actually resolving the cases.
Cross Pillar 022 - Messaging Case Status Adherence
Agent's response after providing a resolved-status resolution: "We hope that helped. Is there anything that we can help you with?"
What are the errors displayed in the statement?
A. Incorrect punctuations
B. Failed to address the customer
C. Offering Help
D. Using colloquial words in the statement
C. Offering help
Agent's 2nd and 3rd reiteration of the macro "Multiple Accounts - Funds in Other Account":
"As previously mentioned, Thanks for contacting us. According to our records, the email that you're using to contact us does not match the one we have on file for this particular account. It's possible that you've created an account using a different email address in the past..."
What are the errors displayed in the statement?
A. Lack of use of emojis
B. Good grammar was not practiced
C. Failure to paraphrase the macro for reiteration
D. Agent expresses rudeness
E. A and B
F. C and D
F. C and D