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15 Cards in this Set
- Front
- Back
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What is the most commom problem solving task overlooked
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Assessing the business impact
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A causal factor is one of multo-events that occur which contributed to the undesired outcome
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True
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When a problem is esclated to another resource, who has ownership of the customer issue
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You do
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If there is an unexpected delay in resolving a CST issue, it is important to
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Keep the Customer informed
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Why use a standard greeting
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Makes Customer comfortable, cool down, and a first impression
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When customers do not want to be placed on HOLD
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Give them a range of options
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What is at the heart of the STI knowledge customer care
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Total Contact Ownership
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The average talk time for support center is
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7 to 14 minutes
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The average after work procesing is usually
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3 to 5 minutes
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Analytical
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Analytical people focus on facts and logic
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Driver
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Driving people are comfortable being assertive and taking charge
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Amiable
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Amiable people exude a friendly attitude and empathize
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Expressive
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Expressive people create excitement and initate change and involvement
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TBD
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TBD
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TBD
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TBD
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