9 approved items. Pass mark 70%.
CS-1.1 apply
1. A chat customer writes: "My order is wrong again." Which reply gathers the most useful information in one message?
CS-1.1 understand
2. Which behaviour best shows active listening on a voice call?
CS-1.1 apply
3. A caller opens with a long story about a delivery. What should the agent do while the caller is speaking?
CS-1.1 understand
4. Why is a closed question useful near the end of establishing a customer's need?
CS-1.2 apply
5. A caller says the same fault has happened three times this month and they are tired of explaining it. What should the agent do FIRST?
CS-1.2 analyse
6. An angry customer swears at the product, not at the agent, while describing a failed payment. What is the most suitable response?
CS-1.3 remember
7. Before discussing any account details on an inbound call, what must the agent complete?
CS-1.4 apply
8. An engineer visit is booked for Thursday. Which closing statement sets the clearest expectation?
CS-1.4 apply
9. Which contact note would let another agent pick up the case without calling the customer back?
0 of 9 answered, 0 correct (0%).