1) What is the main purpose of a call center script? a) To eliminate the need for customer service agents to think on their feet b) To make sure all customers have the same experience c) To provide guidelines for agents to follow in their interactions with customers 2) Why is empathy important in customer service? a) It shows that the agent cares about the customer’s problem b) It’s a way to get the customer off the phone quickly c) It’s not important, as long as the agent solves the problem 3) What is the tone of voice in customer service? a) The pitch of the agent’s voice b) The agent’s attitude toward the customer c) The way the agent speaks to the customer 4) What is voice inflection? a) The way an agent varies their tone of voice to convey meaning b) The agent’s pitch and volume on the call. c) The agent’s accent and pronunciation. 5) What is a one-size-fits-all approach in customer service? a) A way to provide personalized service to customers b) A way to treat all customers the same, regardless of their needs c) A way to provide better customer service 6) What does it mean to personalize a call center script? a) To make sure all customers have the same experience b) To tailor the script to the customer’s needs c) To eliminate empathy from the interaction 7) What is a service tower? a) A building where call centers are located b) A device that helps to boost cellular signals c) A tower that allows for wireless communication with cellphones. 8) What is the purpose of power cycling a device? a) To turn the device off and then back on again to allow it to connect to the network agian. b) To upgrade the device’s software and applications for the network. c) To delete all of the device’s data and cellular network connections. 9) What is the definition of accurate? a) To be correct or exact b) To be unclear or vague c) To be rude or impolite 10) What is a device? a) A piece of equipment or technology b) A type of customer service c) A way to power cycle a smartphone

Call Center Empathy Scripts

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