Knowledge Quiz (P1) - Synel UK
KNOWLEDGE QUIZ
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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