Customer Service Final Exam

If a Customer wanted to rate all 9’s on the emailed CSAT survey, what answer would they select?

On March 15th, 2018, DISH started emailing the CSAT survey to customers. For customers without a valid email address, DISH will still call customers and let them take the survey over the phone.

What is the highest score of the CSAT scale?

The CSAT runs on a 9 point scale.

The customer’s responses to the CSAT survey are scored on which range:

The CSAT survey is only for installs/new connects.

When you have finished your work and before you leave, it is important to prepare the customer for the CSAT survey.

Of the following statements, which one is TRUE regarding the “Focus on the Task” process?

Questions that are asked based on the specific work that was performed are known as what type of questions?

You will NEVER consistently get great CSAT scores if you cannot consistently install or repair the DISH video and broadband systems right the first time.

Which type of questions do not have a point value and are not used to calculate the overall CSAT score?

Which type of questions on the CSAT survey does the process “Show You Care” address?

The survey taker is required to answer all 5 of the core questions on the CSAT survey.

What does “CSAT” stand for?

What is the #1 way to be a good listener?