Podcast
Questions and Answers
What does it mean when we say an issue is 'resolved'?
What does it mean when we say an issue is 'resolved'?
- The customer's questions have been answered
- The customer's issues have been addressed
- The customer's problems have been solved
- All of the above (correct)
What is the goal of First Call Resolution?
What is the goal of First Call Resolution?
- To address customer issues
- To answer customer questions
- To solve customer problems on the very first call (correct)
- To provide excellent customer service
What is the main focus of Issue Resolution?
What is the main focus of Issue Resolution?
- To provide excellent customer service
- To resolve customer issues (correct)
- To answer customer questions
- To rate customer satisfaction
True or false: First Call Resolution means solving customer problems on the very first call?
True or false: First Call Resolution means solving customer problems on the very first call?
True or false: Resolving an issue means answering customer questions, addressing their issues, and solving their problems from the customer's point of view?
True or false: Resolving an issue means answering customer questions, addressing their issues, and solving their problems from the customer's point of view?
True or false: Issue resolution is rated from the customer's point of view?
True or false: Issue resolution is rated from the customer's point of view?
True or false: First Call Resolution means answering customer questions, addressing their issues, and solving their problems from the customer's point of view?
True or false: First Call Resolution means answering customer questions, addressing their issues, and solving their problems from the customer's point of view?
True or false: Issue resolution is rated from the customer's point of view?
True or false: Issue resolution is rated from the customer's point of view?
True or false: The goal of First Call Resolution is to solve customer problems on the very first call?
True or false: The goal of First Call Resolution is to solve customer problems on the very first call?
What does it mean when we say an issue is 'resolved'?
What does it mean when we say an issue is 'resolved'?
What is the main focus of Issue Resolution?
What is the main focus of Issue Resolution?
What is the goal of First Call Resolution?
What is the goal of First Call Resolution?
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