Customer Service And Procedures

5 Questions | Total Attempts: 31

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Customer Service And Procedures - Quiz

Fun Multiple Choice Quiz on our current QA process and standard operating procedures. This is not a test. You will not be graded on this test or will your employment depend on this quiz. This test was created to make you think and remember the points that are brought up during monitoring. Its puporse is to help you remember what we as a department have been stressing during all side by sides.


Questions and Answers
  • 1. 
    How many time are you to state a customers name during a call?
    • A. 

      1

    • B. 

      0

    • C. 

      3

    • D. 

      2

  • 2. 
    When do you warm transfer a call?
    • A. 

      At all times.

    • B. 

      At all times except when transfering to a store.

    • C. 

      Only when transfering to retail dispatch.

    • D. 

      Only when transferring internally.

  • 3. 
    What is our greeting?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Thanks for calling. How can I help you?

  • 4. 
    What information must you verify with the customer?
    • A. 

      Name and Address

    • B. 

      Only verify with other department

    • C. 

      Address and Phone Number

    • D. 

      None of the above

  • 5. 
    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.
    • A. 

      Yes

    • B. 

      No

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