6PM Call Scenario Assessment | November 3-7, 2014 | Gene Atienza | Team Belabumbum
PLEASE READ THE INSTRUCTIONS BEFORE YOU START ANSWERING THE ASSESSMENT. :)
1. Read the Scenario
2. Provide your answer in your own words.
• Indicate the best acknowledgement and lead-in statement based on the customer’s concern.
• Give the most appropriate empathy/apology or rapport building phrases.
• State what you will ask/do/say to handle the scenario or provide your solution (i.e. probing questions, information, policies, action, courtesy, etc.)
3. Explain/Justify your answer.