Zendesk Training: Questions With Complete Solutions
Tips to be an Active Listener? (5) Right Ans - 10 second rule
Limit distraction (No phone, Slack on mute)
Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
How to be an active listener? (5) Right Ans - 1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
CX Trends -- Background Right Ans - "2020 changed everything. Stuck at
home, customers flocked online. Almost overnight, agents began operating
apart. And companies scrambled to figure it all out.
A company's success depends on their customer experience -- 3/4 think of
whether a company does it well when making a purchase 1/2 will leave after
one bad experience
Whether it's adding support over messaging or giving agents a new way to
stay connected, being able to adjust quickly to keep up with customers and set
your teams up for success has never been more important
6 CX Trends Right Ans - Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? Right Ans - More with less
What's changed?
More support requests
Higher customer expectations
Less resources
, How do we Help SMB? Right Ans - Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) Right Ans - Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) Right Ans - Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution? Right Ans - Make it Easy for
your Customers
Set your Team up for Success
Keep Your Business in Sync
Making it Easy for your Customer in 1 sentence? Right Ans - Offer support
in ways that are convenient for your customers, so it's simple for them to get
the answers they need
Tips to be an Active Listener? (5) Right Ans - 10 second rule
Limit distraction (No phone, Slack on mute)
Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
How to be an active listener? (5) Right Ans - 1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
CX Trends -- Background Right Ans - "2020 changed everything. Stuck at
home, customers flocked online. Almost overnight, agents began operating
apart. And companies scrambled to figure it all out.
A company's success depends on their customer experience -- 3/4 think of
whether a company does it well when making a purchase 1/2 will leave after
one bad experience
Whether it's adding support over messaging or giving agents a new way to
stay connected, being able to adjust quickly to keep up with customers and set
your teams up for success has never been more important
6 CX Trends Right Ans - Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? Right Ans - More with less
What's changed?
More support requests
Higher customer expectations
Less resources
, How do we Help SMB? Right Ans - Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) Right Ans - Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) Right Ans - Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution? Right Ans - Make it Easy for
your Customers
Set your Team up for Success
Keep Your Business in Sync
Making it Easy for your Customer in 1 sentence? Right Ans - Offer support
in ways that are convenient for your customers, so it's simple for them to get
the answers they need
