Phone and Digital Etiquette Flashcards

What should a rep do if a customer's question requires research that will take several minutes?

Answer: Tell the customer you are putting them on hold, explain why, and provide a time estimate

Communicating the reason for and expected duration of a hold demonstrates respect for the customer's time and prevents anxiety.

Which of the following is an example of poor digital etiquette in a customer service chat?

Answer: Using all lowercase with no punctuation

Using all lowercase with no punctuation appears careless and unprofessional, undermining the customer's confidence in the support they are receiving.

What is the purpose of reading back order or account details to a customer before making changes?

Answer: To verify accuracy and prevent errors on the wrong account

Verifying details before making changes prevents errors that could impact the wrong account and demonstrates thoroughness.

When handling a social media customer complaint publicly, what is the best initial response?

Answer: Acknowledge the issue publicly and invite the customer to a private channel for resolution

A public acknowledgment shows other customers you take concerns seriously, while moving to a private channel allows for a more thorough, personalized resolution.

What is 'queue management' in a customer service call center?

Answer: The process of routing, prioritizing, and distributing incoming customer contacts to available reps

Queue management systems ensure incoming contacts are routed to the right agents efficiently to minimize wait times and maximize service quality.

What does 'IVR' stand for and what is its purpose in customer service?

Answer: Interactive Voice Response — an automated phone system that routes callers before they reach a live agent

IVR systems use voice prompts and keypad inputs to collect information and route callers to the appropriate department or self-service option.