Coaching a Telephone Customer Service Team Video

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

What are three component for writing goals for a telephone customer service team?

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1. Mystery shopping is an example of which of the following customer service management techniques?

2. Which of the following requires customer acknowledgement?

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About This Quiz & Worksheet

The subjects we'll ask about on this quiz and worksheet will be related to things such as goals for telephone customer service teams, customer acknowledgment, and staff recognition.

Quiz & Worksheet Goals

We will ask you about topics like:

  • Components of writing goals for a telephone customer service team
  • The concept of mystery shopping
  • What requires customer acknowledgement
  • Benefits of staff recognition
  • An example of engaging staff for performance change

Skills Practiced

  • Interpreting information - verify that you can read information regarding appropriate staff engagement and interpret it correctly
  • Information recall - access the knowledge you've gained regarding mystery shopping
  • Reading comprehension - ensure that you draw the most important information from the related telephone customer service coaching lesson

Additional Learning

You've got a chance to learn even more about developing phone customer service teams if you study our affiliated lesson. This lesson's name is Coaching a Telephone Customer Service Team and it's going to cover:

  • Ways management can monitor customer service staff
  • Positive incentives and approaches that help customer service management
  • Examples of feedback
  • Effective applications of accountability
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