Customer Service And Procedures

1. What is our greeting?

Thank you for connecting to Central dispatch. How may I help you?

Thank you for calling Geek Squad, Agent X speaking, How can I help you?

Thank you for calling Geek Squad How may I help you?

Thanks for calling. How can I help you?

The correct answer is "Thank you for calling Geek Squad, Agent X speaking, How can I help you?" because it includes the specific greeting used by the company and the name of the agent. This adds a personal touch and makes the caller feel acknowledged and valued. Additionally, the question asks for the greeting, and this is the only option that provides a complete and appropriate greeting.

Explanation

The correct answer is "Thank you for calling Geek Squad, Agent X speaking, How can I help you?" because it includes the specific greeting used by the company and the name of the agent. This adds a personal touch and makes the caller feel acknowledged and valued. Additionally, the question asks for the greeting, and this is the only option that provides a complete and appropriate greeting.

2. Is this the proper hold procedure - " Ask customer for permission, return to customer every 2 minutes to refresh the caller and Thank the customer once you return to the line.

Yes

No

The given hold procedure is considered proper because it includes important steps for maintaining customer satisfaction. Asking for permission shows respect for the customer's time and willingness to wait. Returning every 2 minutes helps to keep the customer updated and reassured that they have not been forgotten. Finally, thanking the customer once back on the line shows appreciation for their patience. Overall, this hold procedure demonstrates good customer service practices.

Explanation

The given hold procedure is considered proper because it includes important steps for maintaining customer satisfaction. Asking for permission shows respect for the customer's time and willingness to wait. Returning every 2 minutes helps to keep the customer updated and reassured that they have not been forgotten. Finally, thanking the customer once back on the line shows appreciation for their patience. Overall, this hold procedure demonstrates good customer service practices.

3. How many time are you to state a customers name during a call?

1

0

3

2

During a call, you are typically required to state a customer's name twice. This is important for establishing a personal connection and ensuring that you are addressing the correct individual. By using their name at the beginning and end of the call, you can create a more personalized and professional experience for the customer.

Explanation

During a call, you are typically required to state a customer's name twice. This is important for establishing a personal connection and ensuring that you are addressing the correct individual. By using their name at the beginning and end of the call, you can create a more personalized and professional experience for the customer.

4. What information must you verify with the customer?

Name and Address

Only verify with other department

Address and Phone Number

None of the above

In order to verify the customer's identity and contact information, it is necessary to confirm their address and phone number. This ensures that the correct person is being contacted and that any correspondence or deliveries are sent to the right location. Verifying the name alone may not be sufficient as there could be multiple individuals with the same name. Additionally, only verifying with other departments may not provide accurate or up-to-date information about the customer.

Explanation

In order to verify the customer's identity and contact information, it is necessary to confirm their address and phone number. This ensures that the correct person is being contacted and that any correspondence or deliveries are sent to the right location. Verifying the name alone may not be sufficient as there could be multiple individuals with the same name. Additionally, only verifying with other departments may not provide accurate or up-to-date information about the customer.

5. When do you warm transfer a call?

At all times.

At all times except when transfering to a store.

Only when transfering to retail dispatch.

Only when transferring internally.

A warm transfer is when you connect a caller to another person while remaining on the line to introduce them and provide any necessary context. This is typically done to ensure a smooth transition and to provide the recipient with relevant information about the caller. However, when transferring a call to a store, it is usually unnecessary to do a warm transfer as the caller can directly speak to someone at the store. Therefore, warm transfers are done at all times except when transferring to a store.

Explanation

A warm transfer is when you connect a caller to another person while remaining on the line to introduce them and provide any necessary context. This is typically done to ensure a smooth transition and to provide the recipient with relevant information about the caller. However, when transferring a call to a store, it is usually unnecessary to do a warm transfer as the caller can directly speak to someone at the store. Therefore, warm transfers are done at all times except when transferring to a store.