Customer communication follow-up test.

True

False

Friendliness

Using 'pause fillers'

Active listening

Empathy

Arguing with customers

Staying calm under pressure

Using complex vocabulary and complex sentence structure

A good accent

Using a customer's name incorrectly

Willingness to help

Concision

Consistency

Clarity

Correctness

To increase NPS

To increase Pro membership

To reduce customer drop-off

To get more people claiming

To pay out more money to customers

To increase the number of AirHelp employees

To reduce response times

True

False

Being patient

Being able to identify a customer's issue

Being able to keep your accounts in order

Taking the responsibility on yourself and not blaming others

Using proper greetings

Patronising

Being impatient

Using proper grammar

Getting a customer's name wrong

Oversimplifiying things

Interrupting

Not being sensistive to customer's needs

True

False

Destination/arrival airport

Phone number

Number of fellow passengers in the claim

Date of flight

email address registered on the claim

Name of customer

All of the above

True

False

By using 'pause fillers'

By agreeing with everything they say

By asking them to repeat themselves

By summing up

By asking for clarification

By 'recycling' something they said earlier and using it in the farewell.

YES

NO

True

False

Just say goodbye and let the next agent have to go through the process of finding the claim.

Give the customer their claim number and make sure they write it down for future reference

Tell them to have a look on the emails we sent them for their claim number, just for future reference.

Any of the above

True

False