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15 Cards in this Set

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