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Positive Attitude & Call Center Performance

Instructions:

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

question 1 of 3

Maintaining a positive attitude in a call center job is important for all of these reasons EXCEPT which?

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1. How can maintaining a positive attitude impact the dialogue between a customer and a representative?

2. A positive attitude from a call center representative can create a more _____ customer, who might accept an alternative solution to their problem.

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About This Quiz & Worksheet

Explore your understanding of the ways in which positivity can be incorporated into the daily workload of a call center agent with this short quiz and worksheet combo. You must be familiar with the impacts of a positive attitude in this profession to successfully complete this assessment.

Quiz & Worksheet Goals

When you access this quiz, you can expect to be asked to do the following:

  • List reasons why it is important to maintain a positive attitude in call centers
  • Explain how maintaining a positive attitude impacts the customer/representative dialogue
  • Describe what type of customer is created when call center representatives demonstrate a positive attitude
  • Discuss how a positive attitude leads to a more cooperative customer
  • Note the impact positive call center agents can have on brand loyalty

Skills Practiced

  • Reading comprehension - ensure that you draw the most important information from the lesson, such as the importance of positive attitudes for call center representatives
  • Interpreting information - verify that you can read information about the impact of a positive attitude on the dialogue between a customer and call center rep and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about positive attitudes and customer cooperation and brand loyalty

Additional Learning

Further your knowledge of this topic by reviewing the lesson called Positive Attitude & Call Center Performance. This lesson is designed to teach you more about:

  • How a positive attitude can overcome a difficult caller
  • Where a customer might head if a call center rep gives them a bad attitude
  • Which benefit of a positive attitude can be described with the saying 'Don't stoop to their level'
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