CSR quiz protocol

Michael Toney Updated by Michael Toney

CSRs are quizzed from time to time. These quizzes are not for evaluation purposes. It is simply a tool to help us remember information.

CSRs are encouraged to seek help from each other when they don't know an answer.

eQuiz

  • These take the form of an email, called an eQuiz.
  • CSRs should answer at their next opportunity but not later than 2 business days.

Practical Excercise (PE)

  • A PE is an "open book" assignment distributed to CSRs on paper.
  • CSRs should find time to complete the PE as soon as practicable but not later than 2 business days.
  • We often like to review these during a CSR meeting (CSRM).

Insta-Quiz

  • When things are quiet, we might have a lightning round of questions via Customer Service Teams channel.
  • Available CSRs should try to be the first to correctly answer the most recently posted question.

How did we do?

Contact