6PM Knowledge Check and Call Scenario Assessment for 3rd week of November 2014 (November 17-21, 2014) | Princess Kiram | Team Pink and Pepper
I. Knowledge Check
Multiple choices. Please choose the correct answer. ☺
II. Call Scenario 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.
- As soon as you access the link, you have to finish the assessment.
-- 6PM TRAINING TEAM --