Time Management and Communication Skills Quiz
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Questions and Answers

What is the expectation regarding meeting deadlines?

  • Complete all assigned tasks by the given deadlines (correct)
  • Ask for extensions for all tasks
  • Ignore deadlines if necessary
  • Submit tasks after the deadlines

What should be done if a deadline cannot be met?

  • Blame others for the delay
  • Keep silent about the delay
  • Communicate promptly with a valid reason and request an extension if necessary (correct)
  • Ignore the missed deadline

What is the Zero Inbox Mentality about?

  • Ignoring the email inbox
  • Reading emails once a week
  • Responding to emails after a month
  • Regularly managing the email inbox to maintain a clear inbox (correct)

What is required after every meeting as per the text?

<p>Send a concise meeting recap to specific individuals within 24 hours (C)</p> Signup and view all the answers

What is expected regarding team morale boosting?

<p>Actively contribute to a positive work environment by recognizing and celebrating achievements (D)</p> Signup and view all the answers

What should team members embody in every aspect of work according to the text?

<p>Embrace and embody the company's values, demonstrating commitment to the company's mission (C)</p> Signup and view all the answers

What is the individual responsibility for managing inbound calls?

<p>To monitor the DialPad dashboard and accept incoming calls (A)</p> Signup and view all the answers

What is the requirement for talk time for each agent?

<p>Four hours of talk time or equivalent dials to total tickets in the queue by EOD (D)</p> Signup and view all the answers

What should specialists handle in relation to incoming client calls?

<p>Handle incoming client calls if they have the capability and capacity to do so (B)</p> Signup and view all the answers

How should team members manage their individual queue/tasks if the tickets are past due?

<p>Communicate with their supervisor before the end of that business day (C)</p> Signup and view all the answers

What is the procedure for updating due dates when making changes to an existing ticket?

<p>The date should reflect the changes made as well as the notes left inside the ticket (B)</p> Signup and view all the answers

What is the requirement regarding contact attempts for all tickets?

<p>All tickets should be attempted at least 3 times prior to notifying Client Support Management and/or solving (C)</p> Signup and view all the answers

What should specialists do with SOL templates and warning cancellation emails?

<p>Upload them as an attachment to the client’s program (C)</p> Signup and view all the answers

What should specialists do if they need to go on off duty?

<p>Use statuses in Dialpad appropriately (C)</p> Signup and view all the answers

What should specialists do with ticket queues?

<p>Complete these queues daily (D)</p> Signup and view all the answers

How should specialists handle notes after every interaction with a client?

<p>Notes MUST be left after every interaction with a client (C)</p> Signup and view all the answers

Study Notes

Meeting Deadlines

  • Meet deadlines as expected, if unable to meet, notify the team and provide a revised deadline
  • Communicate proactively if a deadline cannot be met

Zero Inbox Mentality

  • Manage inbox by keeping it empty, handling and responding to all emails and notifications in a timely manner

Post-Meeting Requirements

  • Send a summary of the meeting to all attendees and stakeholders

Team Morale

  • Boost team morale by recognizing and appreciating team members' efforts and contributions

Work Ethic

  • Embody a proactive, solution-focused, and customer-centric approach in every aspect of work

Inbound Calls

  • Individual responsibility for managing inbound calls, ensure timely responses to client calls

Talk Time

  • Minimum of 80% talk time for each agent, ensure efficient and effective communication with clients

Specialist Responsibilities

  • Handle incoming client calls, respond to client queries, and provide timely solutions

Ticket Management

  • Manage individual queues and tasks, prioritize and address past-due tickets promptly

Updating Due Dates

  • Update due dates when making changes to an existing ticket, ensure accuracy and timeliness

Contact Attempts

  • Make a minimum of three contact attempts for all tickets, ensure consistent and proactive communication

SOL Templates and Warning Cancellation Emails

  • Use SOL templates and warning cancellation emails effectively to manage client communications and expectations

Off-Duty Procedure

  • Notify the team and update the status when going on off-duty, ensure seamless transition of tasks

Ticket Queue Management

  • Manage ticket queues efficiently, prioritize and address tickets in a timely manner

Note-Taking

  • Take detailed notes after every interaction with a client, ensure accuracy and consistency in communication

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Description

Test your time management and communication skills with this quiz. Evaluate your ability to meet deadlines, communicate effectively in case of delays, maintain a zero inbox mentality, and submit meeting recaps.

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