CS Survey

Please read each one carefully and select the button that most reflects whether you agree or disagree with what is said. Please answer the survey items completely and be honest with your responses.
Name: 


  1. When dealing with an irritable customer, I think it’s best to:
    a. Acknowledge his/her anger
    b. Ask him/her to calm down
    c. Ask him/her to speak to me in a more appropriate tone, or I will not listen to his/her complaint and advise that you may have to disconnect the call if he continues


  1. You are helping a customer process a transaction. He/She is just not getting what you are trying to explain. How much time do you spend explaining to him/her?
    a. I’d work with him/her for as long as I reasonably can.
    b. 10 minutes or so. I’d go through it as quickly as possible.
    c. I take the time needed to make sure he/she understands at least the basics
    d. None at all, when the customer says “I don’t understand”, I’ll request for him/her to pass on to someone else who can help.


  1. Do you listen fully regardless of the speaker's manner of speaking (e.g. their use of grammar, accent, words)?
    Always
    Usually
    Seldom
    Never


  1. Do you ask questions to clarify the person's ideas more fully?
    Always
    Usually
    Seldom
    Never


  1. Do you stop what you are doing and give the person your full attention when listening?
    Always
    Usually
    Seldom
    Never


  1. Do you withold judgement about the peson's idea until he/she has finished speaking?
    Always
    Usually
    Seldom
    Never


  1. Do you repeat what's said and ask if you have got it right?
    Always
    Usually
    Seldom
    Never


  1. Indicate the level of understanding with the processes for non expedited (493) transactions:
    Easy
    With some difficulty
    With considerable (great) effort


  1. Indicate the level of understanding with the processes for dispute complete status?
    Easy
    With some difficulty
    With considerable (great) effort


  1. Indicate the level of understanding with the processes for account access troubleshooting (Mobile Verification, OTP, Password Reset, Inactive)
    Easy
    With some difficulty
    With considerable (great) effort


  1. Do you spend time in accessing the customer’s account/ tools? If yes, please indicate how much time is needed and probable causes/reasons.


  1. Do you spend time resolving customer's concern in general?
    If yes, please indicate how much time is needed and probable causes/reasons.


  1. Do you spend time transferring calls to a different department? If yes, please indicate how much time is needed and probable causes/reasons.


  1. Do you spend time creating cases/ adding case comments when the call ends? If yes, please indicate how much time is needed and probable causes/reasons.


  1. Which part of the call flow, you spend more time with the customer?
    a. Verification
    b. Case creation
    c. Reviewing details of the transaction
    d. Finding resolution and options


  1. When do you usually put customer on hold?
    a. Case creation
    b. Reviewing the details of the transaction
    c. Looking for information/process in KMS
    d. Escalation to Supervisor


  1. What % of your total calls is going beyond 7 mins?
    a. 0-5%
    b. 5-10%
    c. 10-20%
    d. 20-30%
    e. 30-40%
    f. 40-50%


  1. What type of your calls trigger higher AHT (hold time/dead air)?
    a. 493
    b. Dispute complete
    c. Walk through


  1. Please specify other type your calls that trigger higher AHT (hold time/dead air).


  1. List down some of the most challenging customer scenarios you’ve encountered.





VXI Global Solutions
CA