Froggy Jumps Validation FroggerOnline version Choose the best answer to navigate your frog through the swamp of good customer service! by Josh Chenard 1 Customer is quiet and seems confused. What circle are they in? a First b Second c Third 2 Which is the best solution to move them into Second Circle with you? a Allow them to explain their situation and concerns to you b Move into First Circle with them so they feel validated c Move into Third Circle so you can provide clear options and guidance 3 The customer on the phone now is angry! They are talking over you and demanding answers. What circle are they in? a First b Second c Third 4 Which is the best solution to move them into Second Circle with you? a Yell back at them so they know you mean business! b Allow them to vent assuring them you can assist them when they allow you to. c Agree with everything they say so they know you are on their side. 5 What is the best way to validate a frustrated caller's concerns? a Apologize immediately and often b Offer to connect them with your supervisor c Empathize with or mirror their concerns 6 Who controls the "reality" of the call? a CR Agent b Customer c President of CVS: Karen Lynch 7 Second Circle is the best circle for a Arguing with the customer b Working with the customer c Trying to lose the customer 8 With so many components to your job, which item is your most valuable tool? a Knowing the answers each and every time b Memorizing every knowledge article c Listening 9 After validating the customer's concerns, what moves you to the next step of the call? a Transition Statement b Apology Statement c CVS Health Mission Statement 10 What is one tool for you as the agent to start off your calls in Second Circle? a Breathing b Laying on the floor to take calls c Work in your bathrobe 11 If a customer calls angrily in Third Circle, you should: a Take it personally and start to cry b Hang up c Don't interrupt 12 When you get a customer calling in Second Circle, you should: a Start yelling at them so they move into First Circle b Enjoy the conversation knowing you can assist them c Pretend not to hear them so they move into Third Circle
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