SECTION 1
1. A customer has an outage that requires sending a technician to solve. You know the process will
involve adding the customer to the queue and won’t be solved today. What do you do?
LIKE – After explaining the situation, discuss short term options the customer can do in the
meantime while they wait for the technician.
DISLIKE – Tell the customer the fastest appointment time you can get and that unfortunately there
are no other options.
2. You are speaking with a customer who wants to cancel their subscription because of a family
emergency. You told the customer that their subscription was non-refundable, but they have
continued to explain their situation; giving you more detail than you would prefer to know. What
do you do?
LIKE – Sympathize with their situation and explain again that you cannot refund the subscription
based on the deal they purchased and the agreement they made.
DISLIKE – Clearly state that they made a non-refundable agreement and there is nothing that you
can do. Ask if there is anything else you can do to make them happy.
3. A rewards member calls in asking about advertisement for a product they saw on TV. When you
ask them about the product, they tell you they can’t remember what it was called. What do you
do?
LIKE – Ask for a description of the product and search the internet for what they describe.
DISLIKE – Tell the customer you can’t help them with their questions without the name of the
product.
4. You are on a call with a customer that has lasted 8 minutes so far and seems to be wrapping up.
These calls tend to take 5-10 minutes and you have already helped the customer with their initial
request, but the customer keeps thinking of a new questions to ask. What do you do?
LIKE – Continue to ask the customer if there is anything else you can help with before you wrap up
the call.
DISLIKE – Thank the customer for calling in and tell them to call back if they have any more
questions.
SECTION 2
Personality aligns with the needs of the role and TTEC’s culture
Strongly agree – Strongly disagree
SECTION 3
Non-verbal test that will change your spatial ability.
This study source was downloaded by 100000858936669 from CourseHero.com on 02-02-2023 12:08:58 GMT -06:00
https://www.coursehero.com/file/104715969/SECTION-1docx/
1. A customer has an outage that requires sending a technician to solve. You know the process will
involve adding the customer to the queue and won’t be solved today. What do you do?
LIKE – After explaining the situation, discuss short term options the customer can do in the
meantime while they wait for the technician.
DISLIKE – Tell the customer the fastest appointment time you can get and that unfortunately there
are no other options.
2. You are speaking with a customer who wants to cancel their subscription because of a family
emergency. You told the customer that their subscription was non-refundable, but they have
continued to explain their situation; giving you more detail than you would prefer to know. What
do you do?
LIKE – Sympathize with their situation and explain again that you cannot refund the subscription
based on the deal they purchased and the agreement they made.
DISLIKE – Clearly state that they made a non-refundable agreement and there is nothing that you
can do. Ask if there is anything else you can do to make them happy.
3. A rewards member calls in asking about advertisement for a product they saw on TV. When you
ask them about the product, they tell you they can’t remember what it was called. What do you
do?
LIKE – Ask for a description of the product and search the internet for what they describe.
DISLIKE – Tell the customer you can’t help them with their questions without the name of the
product.
4. You are on a call with a customer that has lasted 8 minutes so far and seems to be wrapping up.
These calls tend to take 5-10 minutes and you have already helped the customer with their initial
request, but the customer keeps thinking of a new questions to ask. What do you do?
LIKE – Continue to ask the customer if there is anything else you can help with before you wrap up
the call.
DISLIKE – Thank the customer for calling in and tell them to call back if they have any more
questions.
SECTION 2
Personality aligns with the needs of the role and TTEC’s culture
Strongly agree – Strongly disagree
SECTION 3
Non-verbal test that will change your spatial ability.
This study source was downloaded by 100000858936669 from CourseHero.com on 02-02-2023 12:08:58 GMT -06:00
https://www.coursehero.com/file/104715969/SECTION-1docx/
