Quality Assurance: A Self-Check Exercise
By John Stewart
Learners answer 24 multiple-choice questions regarding quality assurance. Immediate feedback is provided.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.