1. The customer you are speaking with needs help solving a relatively common problem with his printer. Early on in the conversation, you realize he is not at home and can’t provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?

2. An elderly customer calls with a problem finding some product information on the company website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he is looking for is too long and complicated to share over the phone, what are the next best steps?

3. Many train users face frequent delays. There are no guarantees when it comes to refunds, but our guide explains how to submit a claim for a refund to your credit card provider.
I. Start by getting a written record of the delays you have experienced during the period you are claiming for.

• Next, think about what is a reasonable amount to ask for. If you have been delayed on half of your journeys you would be looking for 50% back. If the delays were less than that, the claim is likely to be less too.
• Contact your credit card provider to ask for the relevant claim form.
• Get all your evidence in one place, fill in the form and submit it to the credit card company.

 If your claim is unsuccessful you can appeal. If you have a season ticket, the process is different (See our separate guide)

You must have tried to claim directly from the train company before you attempt to claim from the credit card provider.

I. Which of the following is true based on the passage?

II. When you believe you are entitled to a refund for train delays, what should you do initially?

III. Which of the following is definitely true based on the information in the passage?

IV. Which of the following is likely to impact the amount of compensation you receive?

V. Which one of these words means the same as ‘reasonable’ in point 2 of the passage?

4. Rule 1: Answer in time.

Answer the phone within the first three rings. Leaving it longer than that can suggest you have insufficient staff to respond to customer calls.

 

Rule 2: Give a professional greeting.

How you answer the phone can tell a potential customer a lot about how the company treats customers. Greet the caller, tell them your name and ask how you can help. E.g Hello this is Maya, how can I help?

 

This is polite and professional and lets the customer see you want to provide a good service.

 

Rule 3: Listen to the customer

Our customers bring a variety of issues and concerns to us. Make notes as you listen and ignore everything around you. The customer should be your number one priority when you are on the phone with them.

 

Rule 4: Ending the call.

How you end the call deserves the same amount of attention as how you start the call. Before ending the call, you should clarify any agreed actions and what it is going to be.

Note: You will also be attending our full customer service training course. This will explain how to handle all types of queries.

 

I. Which of the following do you think the passage is trying to tell the reader?

II. Which of the following should come first according to the rules?

III. Which of the following is not mentioned in the passage?

IV. Which of the following would best replace the word ‘insufficient’ in rule 1?

V. Which of the following statements is false?

5. Walking down any high street, it is impossible not to be tempted by the discounts the major retailers are offering us. ‘Half-price sale’, extra 20% off or how about a BOGOF (Buy one get one free)? The discounts offered are huge and one wonders how shops continue to make a profit!

 

However, whilst they sound great in principle, it is worth digging a little deeper. These sorts of offers are displayed in the office shop front purely as a means of enticing you in. The logic behind this being that whilst we might pop in and pick up a bargain, many of us are likely to buy something at full price too.

 

Think about it. You’ve picked up an item of clothing at half price so surely that means you can justify buying something else at full price for everything? But….did you plan on buying anything? We often find ourselves purchasing goods we did not actually intend to buy or we did not need. Think again before you wander in to pick up that amazing bargain!

 

I. Most people find they save a lot of money in the high – streets sales.

II. Which word would best replace ‘enticing’ in the second paragraph?

III. Based on the information in the passage, which factor probably matters most to high street shops when they plan their sales?

IV. Which of the following best describes what the passage is trying to advise the reader?

6.  During last year’s Christmas period, shops had less than half the number of visitors they had experienced just three years before. This drop demonstrates a fundamental shift in the way people are now shopping and buying.

Whilst there were concerns about online trading in the early days, this has obviously declined now and as confidence in the internet continues to grow and grow, so too does online shopping. Consumers have busy lives and they are only getting busier.

They have less time to visit the shops as they traditionally did. Whilst a trip to the shop is still regarded by many as an enjoyable pass-time, it is actually also regarded as a luxury. By shopping online, consumers can shop when it suits them and can also use price comparison and review websites to ensure they are getting the best deal.

 

I. Which of the following would best replace the word ‘fundamental’ in line two of paragraph one?

II. Which of the following statements is true? People now regard internet shopping as.

III. Which of the following statements is false based on the information in the passage?

7.

	Quality score (1 – 10 rating)	First Call Resolution	Average Handling Time
Agent A	9	80%	12 min
Agent B	7	85%	16 min
Agent C	8	75%	11 min
Agent D	5	90%	10 min

 

I. A new agent joined the team and their quality service was 2 points higher than the lowest agent’s score. What was their quality score?

II. What was the average quality score across the four agents?

III. If agent D was able to reduce their average handling time by 10% what would their new average handling time be?

8. Select a suitable option that would complete the below figure matrix.