1) What is the recommended procedure when placing a customer on hold? a) Put the customer on hold without explanation b) Provide a brief explanation before placing the customer on hold c) Transfer the call immediately without informing the customerIgnore the customer's request for hold and continue with the conversation d) Ignore the customer's request for hold and continue with the conversation 2) How often should you check back on a customer who is on hold? a) Every 5 minutes b) Every 2 minutes c) Every 1 minute d) Only when you remember 3) When transferring a call to another department, what information should you provide? a) Only the customer's name b) Only the policy number c) Your, customer's name, relationship, policy number, and reason d) None of the above 4) What is the preferred method for transferring calls? a) Cold transfers b) Warm transfers c) No transfers d) Transfers without informing the customer 5) When is it appropriate to perform a cold transfer? a) Whenever you feel like it b) Only if the customer is being difficult c) If you've checked back on the customer at least twice d) Never 6) What should you do if you need guidance on handling a call in the future? a) Ask the customer for advice b) Wait until the end of the call to ask your supervisor c) Request guidance in the Leadership chat d) End the call and figure it out on your own 7) How should you address the customer when checking back after placing them on hold? a) Start by apologizing for the wait b) Immediately ask for their patience c) Inform them of the reason for the hold d) Thank them for their patience and provide an update 8) What is the purpose of providing a brief explanation before transferring a call? a) To confuse the customer b) To prepare the customer for the transfer c) To avoid transferring the call d) To annoy the customer 9) How should you handle inquiries about future call handling during a transfer? a) Answer the questions immediately b) Ignore the questions c) Ask the customer to wait until after the transfer d) Request guidance in the Leadership chat 10) What is the main goal of effective call handling procedures? a) To waste time b) To frustrate customers c) To ensure customer satisfaction d) To avoid helping customers

Call Procedures Game

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