Knowledge Quiz (P1) - Synel UK
Service Levels Framework™
For each approach listed below, select the corresponding Service Level.
Presenting Customer's/Colleagues with numerous solutions and letting them decide which one to take.
- A. Level 1
- B. Level 2
- C. Level 3
- D. Level 4
Presenting Customer's/Colleagues with tailored suggestions based on their needs and advising them on the most suitable one to take.
- A. Level 1
- B. Level 2
- C. Level 3
- D. Level 4
Transferring Customer's without bothering to brief your Colleague (meaning Customer's have to explain themselves again).
- A. Level 1
- B. Level 2
- C. Level 3
- D. Level 4
Letting Customer's/Colleagues decide what they need and simply actioning it for them.
- A. Level 1
- B. Level 2
- C. Level 3
- D. Level 4
Using Positive and Persuasive Language
Select the corresponding term to describe the phases listed below.
When a Colleague isn't available to speak to the Customer, the most positive way to reveal this is to say...
- A. "Unfortunately, John is on another call..."
- B. "I'm sorry, John is on another call..."
- C. "Currently, John is on another call..."
- D. "I'm afraid, John is on another call..."
You are asked to look into something that's not applicable to you/your area...
- A. "I can only..."
- B. "The best person/team to speak to is..."
- C. "You will have to call..."
- D. "That's nothing to do with our department"
"Unfortunately" or "I'm afraid"
- A. Defeatist language
- B. Negative Priming language
- C. Informative language
"Based on" or "Due to" or "As a result of"
- A. Defeatist language
- B. Negative Priming language
- C. Informative language
"All I can do" or "I can only" or "I don't know!"
- A. Defeatist language
- B. Negative Priming language
- C. Informative language
Creating a Seamless Customer Experience
Select the corresponding description to describe how a seamless customer experience is created.
Creating a seamless customer experience is about...
- A. Sharing personal frustrations regarding shortfalls
- B. Being brutally honest regarding shortfalls
- C. Avoiding the temptation to divulge inappropriate information that could be regarded as negative, unhelpful or irrelevant
- D. Sharing personal problems
Whilst on a call, it takes 5 - 10 seconds to load or find information, I should...
- A. Make a joke about our systems running slow
- B. Fill the silence by asking further questions regarding the fault/query
- C. Sing a song
- D. Place the caller on hold
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