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Day-21-TT

The document outlines best practices for customer service interactions, including handling flirtatious customers, engaging with clients on product offers, and adapting call scripts. It emphasizes the importance of understanding customer emotions, effective multitasking, and maintaining a growth mindset while learning. Additionally, it provides strategies for managing difficult conversations and staying informed about industry trends.

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alifabwn
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20 views6 pages

Day-21-TT

The document outlines best practices for customer service interactions, including handling flirtatious customers, engaging with clients on product offers, and adapting call scripts. It emphasizes the importance of understanding customer emotions, effective multitasking, and maintaining a growth mindset while learning. Additionally, it provides strategies for managing difficult conversations and staying informed about industry trends.

Uploaded by

alifabwn
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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RR-PHASE2 - Phase 2: Technical Test

(20 min)

How do you respond to a flirtatious customer who asks you for your personal
number?

Inform the customer that company policy prohibits such actions.1

A 35 year old customer calls with a request to place an ongoing monthly order for
baby food and diapers. What are some positive ways to use this data and engage in
a conversation with the customer?

Would you be interested in our ongoing offer for baby skin care products?1

Which of the following are best practices to adapt a call script? (Select all that
apply)

Listen to the customer to determine which question or section to go to next.

Guide the conversation seamlessly.

Manage time spent based on the priority of the call.

Keep the customer engaged by adding a little humour and reassuring


statements.

Which one of the following is NOT a negotiation best practice?

Complete the negotiation within 3 minutes (4)

Sales-Number of monthly sales


Customer Support-customer satisfaction
Collections-Amount of contacts

Hi, is this Ms. Nair? Ms. Nair, my name is Satya and I am calling from Alpha
Solutions. Do you have 5 minutes to hear about a new product out on the market?
I’d just need to ask you a few questions and then I can tell you a little more about
the product. Does that sound ok?

Hi, is this Ms. Nair? Ms. Nair, my name is Satya and I am calling from Alpha
Solutions."-Greet clearly

"Do you have 5 minutes to hear about a new product out on the market?"-
Ask permission

"I’d just need to ask you a few questions and then I can tell you a little
more about the product."-Outline
"Does that sound ok?"-Ask to start

Which could be ways to stay current and develop a deep knowledge base in the TV
service industry? (Select all that apply)

Interact with different TV service companies

Attend the company events for given channels and shows (23)

What are some of the best practices for multitasking effectively?

All of the above

et's suppose you, a CCE, must get the promise to pay and set a payment
plan for a cell phone account debt of INR 4.682,60, but the customer lost his
job due to COVID and this is not the only debt he has.
How would you approach the customer? Draft a call script following the
collection call flow you learned.

 Step 1 - Introduction
 Step 2 - Explain the reason for the call
 Step 3 - Understand the reason for the late payment
 Step 4 - Explain and find a solution
 Step 5 - Put a payment plan together
 Step 6 - Wrap up the call

SIR Your Payment is still not done for your mobile phone which you have
purchase recently
Understand the problem- Due to covid he is lost his job he didn't have money
for the payment
Sir as you aware that our policy and terms ,we need to work on that i can
suggest for option
Sir you can submit your payment through small amount per monthly basis
Summerize the conversation and conclude the call (End)
Why do we use the SORT principle to draft the body of the email?

It helps structure the email and make it more concise. (2)

What should you keep in mind when writing the subject of an email? (Select all that
apply)

Keep the subject short and specific.

Highlight the email focus on the subject.(1,2)

If you were making a sales call to a customer who is in the age range of 25-30 and
is working as a software engineer, which of the following laptop models would you
pitch to them?

Top end laptops with a focus on features(1)

An angry 35 year old woman is yelling over the phone about a defective washing
machine she bought 5 days ago. The customer’s emotions have gotten the best of
her. She complains that she is a single mother with two children and the trouble she
is facing in getting her children’s laundry done especially in the monsoon. She
complained that he has paid a lot of money for this product and wants an
immediate replacement.

Understand Your Customer-Customer who purchase

Group Your Customers- Single mother 30-40 yrs

Identify Ways of Working with Your Customers-Calm and customer down

Write Down strategies for Future Communication-Singel mother with two


children

Which could be ways to stay current and develop a deep knowledge base in
the mobile phone industry? (Select all that apply)

Stay current with mobile phone social media sites


Interact with different phone models

Read articles and phone reviews(all)

Nahid is a CCE at Amazon. She receives a call from a customer who uses a
lot of swear words and threatens to report her to the police. What type of
customer is this and how can Nahid handle the situation?

Your Answer:
Pay attention to your volume and tone of voice. Use a gentle, even tone
when replying to angry customers.
Remain aware of your emotions. If you don’t think you can handle a certain
call, tell the person that you’ll transfer them to a manager or another third
party, even if it’s just your coworker. "I’m going to transfer you to someone
who can help you better than I can," you could explain.
It is easier to tune out or forgive swearing against a product, company, or
service than it is to forgive someone swearing at you personally. In either
case, however, stay calm and do not respond in anger.

C-GG - What You Hope To Get (15 min)

Hope For Future, non-governmental, not-for-profit organization to


facilitate and improve the education and socio-economic status of
children and young people through empowerment, rights-based
approaches, innovative and acceptable participatory strategies.
Because i want to be a financially backbone of my family
i want to be a join in an organization on CCE profile and also i want
to be a example of my society that i can do it

C-GG - What You Hope To Give (15


min)
Be on time and prepared for all activities
Meet deadlines and do not make excuses
Embrace the challenge of the program – and keep going when things get tough
Work hard to learn and improve
Keep in touch with us during and after the program – let us know how you are doing
T-15 - Opening (10 min)
Why is it important to practice a growth mindset when learning how to multitask?

growth mindset is important because it can help you overcome obstacles


you may face when learning something new or developing a new skill.
Growth mindsets understand the importance of persistence and
determination. By changing the way you think, you can change the way
you learn.

T-15 - Multitasking Strategies (5 min)

Open all computer softwares/programs/applications before the start of


your shift.
o Organise and arrange all of the computer programmes on your desktop
or know where they are located in your toolbar. This helps you move
fluently between applications without putting customers on hold.
o (Especially as a new hire) Take a few minutes before the start of your
shift to review all of the content you’ll use which includes the layout,
questions, call scripts, etc.
o Create your own system where you will record important information
and take notes during the call.
o Create a document where you have a standard customer response.
Then use the copy/paste function.

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