Podcast
Questions and Answers
Which action demonstrates a contact center representative controlling a situation?
Which action demonstrates a contact center representative controlling a situation?
The statement 'I can understand why you feel the way you do Sir Robert' primarily implies what action by the representative?
The statement 'I can understand why you feel the way you do Sir Robert' primarily implies what action by the representative?
When a customer wants a representative to understand their issue, what primary skill are they expecting the representative to demonstrate?
When a customer wants a representative to understand their issue, what primary skill are they expecting the representative to demonstrate?
Which skill is demonstrated by a representative who displays fundamental sincerity to help others?
Which skill is demonstrated by a representative who displays fundamental sincerity to help others?
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Which of the following best describes the required demeanor of a contact center representative when dealing with a customer who is frustrated?
Which of the following best describes the required demeanor of a contact center representative when dealing with a customer who is frustrated?
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What type of criteria focuses on how well agents accomplish their tasks, particularly customer contact?
What type of criteria focuses on how well agents accomplish their tasks, particularly customer contact?
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Which of the following describes the ability to actively listen, question appropriately and build customer relationships?
Which of the following describes the ability to actively listen, question appropriately and build customer relationships?
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What type of calls focus more on following specific steps using computer systems?
What type of calls focus more on following specific steps using computer systems?
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What kind of user frequently relies on knowledge management systems to resolve product issues?
What kind of user frequently relies on knowledge management systems to resolve product issues?
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Which system is used to provide agents with a history of customer interactions?
Which system is used to provide agents with a history of customer interactions?
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When a customer complaint arises, what are the key factors to consider?
When a customer complaint arises, what are the key factors to consider?
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A customer who frequently contacts technical support for minor issues, is best categorized as what type of caller?
A customer who frequently contacts technical support for minor issues, is best categorized as what type of caller?
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Which of the following is NOT typically a customer concern that needs to be satisfied?
Which of the following is NOT typically a customer concern that needs to be satisfied?
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What is the most appropriate approach to handle a caller who is sharing too much unnecessary information?
What is the most appropriate approach to handle a caller who is sharing too much unnecessary information?
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The statement "Okay, I really understand and agree with you that this is very stressful to you, but for me to help you I must work within our process," implies that the agent is
The statement "Okay, I really understand and agree with you that this is very stressful to you, but for me to help you I must work within our process," implies that the agent is
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A customer who is disappointed and makes passive-aggressive remarks falls under which category?
A customer who is disappointed and makes passive-aggressive remarks falls under which category?
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Which of these services would NOT be considered part of Business Process Outsourcing (BPO)?
Which of these services would NOT be considered part of Business Process Outsourcing (BPO)?
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What type of outsourcing focuses on managing customer-related services like marketing and technical support?
What type of outsourcing focuses on managing customer-related services like marketing and technical support?
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Internal business functions such as billing, payroll, and purchasing are typically managed through which type of outsourcing?
Internal business functions such as billing, payroll, and purchasing are typically managed through which type of outsourcing?
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What is the most common action by a threatening caller?
What is the most common action by a threatening caller?
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A customer who is very frustrated because they are unable to fix a recently received broken product, is likely what type of caller?
A customer who is very frustrated because they are unable to fix a recently received broken product, is likely what type of caller?
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A Singaporean company hires a software programming team based in the Philippines. This is an example of what type of outsourcing?
A Singaporean company hires a software programming team based in the Philippines. This is an example of what type of outsourcing?
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HSBC, a U.S.-based firm, uses an Indian BPO for managing online credit card inquiries. Which outsourcing model does this represent?
HSBC, a U.S.-based firm, uses an Indian BPO for managing online credit card inquiries. Which outsourcing model does this represent?
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A system where data is stored with a third party and accessed online to save office space best describes what type of BPO?
A system where data is stored with a third party and accessed online to save office space best describes what type of BPO?
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Which of these options refers to the process of managing information requests, choosing suppliers, and handling legal contracts?
Which of these options refers to the process of managing information requests, choosing suppliers, and handling legal contracts?
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A centralized office that handles a large volume of inbound and outbound telephone calls is typically known as a what?
A centralized office that handles a large volume of inbound and outbound telephone calls is typically known as a what?
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In a call center environment, measurements used to quantify performance are generally referred to as what?
In a call center environment, measurements used to quantify performance are generally referred to as what?
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Which type of metric in a call center gauges how well agents use their time across various job aspects?
Which type of metric in a call center gauges how well agents use their time across various job aspects?
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Customer Satisfaction, Escalation Rate, and Resolution Time are most often classified under what broader category of metrics?
Customer Satisfaction, Escalation Rate, and Resolution Time are most often classified under what broader category of metrics?
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Study Notes
Directions and Questions
- Identify the type of difficult customer based on given statements.
- Choose the correct answer letter from A-E.
- Write the correct letter for question 11-12 on the answer sheet. -11. Refers to the management of one or more specific business processes or functions by a third party. -12. Examples of services under Business Process Outsourcing (BPO).
Difficult Customer Types
- Talkative Caller
- Angry Caller
- Negative Caller
- Confused Caller
- Threatening Caller
Customer Service Examples
- Ashley shares too much unnecessary information.
- Bryan is frustrated about a broken keyboard.
- Agatha frequently calls tech support for small computer issues.
- Samantha is disappointed in a technician's work.
- Bill wants to learn how to use new headset equipment.
- Norman yells at the agent because he is already very angry.
- Vicky threatens to leave her company due to her anger.
- Dan uses passive-aggressive remarks.
- Mandy asks for a supervisor and threatens the agent.
Business Process Outsourcing (BPO)
- Management of one or more business processes or functions by a third party.
- Includes customer-related services (e.g., marketing, technical support).
- Includes internal business functions (e.g., billing, purchasing, payroll).
Types of Outsourcing
- Back office Outsourcing: Internal business functions like billing, purchasing, payroll.
- Front office Outsourcing: Customer-related services such as marketing etc.
- Offshore Outsourcing: Subcontracting to a company in a different country.
- Nearshore Outsourcing: Subcontracting to a company in a nearby country.
- Onshore Outsourcing: Subcontracting to a company in the same country.
Other BPO Services
- Software Programming
- Credit Card Inquiry/Funds Transfer
- Document Management (online system)
- Procurement and development
- Accounting
- Software Development
- Call Centers
Call Center Metrics
- Time Metrics (e.g., Average Call Duration)
- Productivity Metrics
- Quantity Metrics (e.g., Number of calls handled)
- Quality Metrics (e.g., Customer Satisfaction Score, Escalation Rate, Resolution time)
Customer Service Skills
- Building rapport and using proactive, service-oriented language.
- Opening calls with appropriate greetings and inquiries.
- Active listening.
- Questioning appropriately.
- Giving feedback and building relationships.
- Using procedural knowledge.
- Handling queries, transactions, complaints and reports.
- Using knowledge management systems for problem-solving.
- Professionalism and sincerity.
- Handling difficult or angry customers.
- Proactively working within a company process, but making customers feel heard.
- Controlling the situation (if needed).
- Understanding customer perspective.
- Demonstrating empathy.
- Addressing complaints and concerns effectively.
- Apologizing for problems when appropriate.
Handling Customer Inquiries (Steps)
- Greet the customer.
- Introduce yourself.
- Ask the reason for the call.
- Reassure the customer.
- Acknowledge the concern.
- Repeat the information given.
- Solve the concern by answering the customer's inquiry.
- Extend help.
- Close the call.
- Ask for the customer's name and contact information.
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Description
This quiz focuses on identifying different types of difficult customers based on their behaviors and statements. You will analyze scenarios and choose the correct customer type from a list of options. Strengthen your customer service skills by recognizing and categorizing these challenging interactions.
