Podcast
Questions and Answers
What is the purpose of setting the correct expectations when guiding an interaction?
What is the purpose of setting the correct expectations when guiding an interaction?
- To avoid dead air
- To limit the usage of dead air to thirty seconds to one minute
- To ask viewer's permission before placing on hold
- To respect the viewer's time (correct)
What should you do if you need to place a viewer on hold for more than one minute?
What should you do if you need to place a viewer on hold for more than one minute?
- Do not place the viewer on hold for more than one minute
- Limit the hold time to one minute
- Advise the viewer about the extended hold time and ask permission (correct)
- Ask viewer's permission before placing on hold
What can you discuss with the viewer during the hold time?
What can you discuss with the viewer during the hold time?
- The latest news
- Sports
- The weather
- _recently watched shows or movies, and upcoming content (correct)
Why is it essential to reset expectations after coming back from a hold?
Why is it essential to reset expectations after coming back from a hold?
What is the maximum recommended hold time?
What is the maximum recommended hold time?
What should you do before placing a viewer on hold?
What should you do before placing a viewer on hold?
When explaining a solution to a viewer, what should you avoid using?
When explaining a solution to a viewer, what should you avoid using?
What should you do if you interrupt or speak over a viewer?
What should you do if you interrupt or speak over a viewer?
How should you respond to a viewer's negative sentiment about a product or organization?
How should you respond to a viewer's negative sentiment about a product or organization?
What should you do when a viewer expresses excitement about a product or experience?
What should you do when a viewer expresses excitement about a product or experience?
Why is it important to take good notes during an interaction?
Why is it important to take good notes during an interaction?
How should you correct mistakes in a chat?
How should you correct mistakes in a chat?
