Think You're Cut Out for Customer Experience? Take This Quiz
How prepared are you to deliver the best customer experience possible? And how much do you think you know about customer experience? Take the ultimate customer experience quiz to find out!
What is the average expected first-time response wait time on the phone?
Between 2-3 minutes.
Between 0-1 minute.
Between 12-24 hours.
Between 1-24 hours.
Which of the following statements describes an omnichannel strategy?
A strategy the zeros in on the needs of the customers as opposed to focusing heavily on the sales target.
A strategy that ensures that their clients get an all-in-one and integrated customer experience regardless of the gadgets or channels.
A strategy that provides a flawless purchasing journey to its customer.
All of the above.
Employee Morale relates to the happiness of your customers
Which of the following steps are NOT one of the keys to improving your customer experience?
Reassure your staff with constructive criticism and positive feedback.
Leverage your data to find out more about your customers.
Create unusual and interesting content.
Implement as many customer experience tools as possible.
Which of the following is NOT one of the essential qualities of an excellent customer service representative?
High emotional intelligence.
Ability to solve issues quickly.
A positive attitude.
Clear communication skills.
Why is it important to have customer service representatives who are adaptable and flexible?
Customers want “instant gratification” and expect to get an answer or resolution to their queries immediately. Customer service agents need to “connect the dots” and use everything at their disposal to deliver the best customer experience.
As omnichannel customer care becomes the norm, agents have to juggle interactions coming in from different channels and respond appropriately. They should also be able to think on their feet and switch channels when necessary to offer the best service possible.
The use of new database platforms and customer relationships management technologies require customer service professionals to learn new workflows, processes, and systems quickly so they can stay productive.
All of the above.
Prioritizing “first-time response” is more important for creating an excellent customer experience than the “first-time resolution.”
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This form was created inside of Omnicus AS.