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Day 3 Scripting-Find The Clue
Jesse Jenner
Created on November 13, 2024
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Transcript
SECRET CLUES
Find the secret clues with the magnifying glass
start
What should you say if the caller still needs assistance during an outbound call?
Please call back later.
How can I assist you?
I will transfer you to another department.
01 / 05
Drag the magnifying glass to discover the 3 options and then choose the correct answer
What is the correct closing statement after assisting a caller at PPL?
Thank you for calling PPL. Goodbye!
We appreciate your call to PPL. Bye!
If you need further help, just call us again. Have a good day!
Thank you for calling PPL. Please stay on the line for a brief survey. Have a great day!
Thanks for reaching out to PPL. Take care!
02 / 05
Drag the magnifying glass to discover the 5 options and then choose the correct answer
What is the first thing you should do after introducing yourself in a callback?
Confirm the customer's name
Thank them for calling PPL
Provide your contact information
Ask if they still need assistance
Summarize their previous issue
03 / 05
Drag the magnifying glass to discover the 7 options and then choose the correct answer
How should you handle a call if you do not know the answer to a customer's question?
Provide a random answer to appease the customer
Say you don’t know and end the call
Guess the answer and hope it’s right
Transfer the call immediately without explanation
Tell the customer you will find the correct answer and get back to them
04 / 05
Drag the magnifying glass to discover the 10 options and then choose the correct answer
You accidentally disconnect a call with a customer. What should you do next?
Ignore it and wait for them to call back
Tell your supervisor and let them handle it
Send an email explaining the issue
Call the customer back immediately and apologize
Hope they don't notice and move on