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Play Froggy Jumps
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