Copy of New Entrant Feedback Sept 2021 -

Page 1 of 3

Closes 31 Mar 2022

Introduction

1. Date started CMS
2. Name of Class C ?
3. How confident do you feel in the following areas now you have completed the Telephony /Customer service sessions?
4. CMS Telephony security
(Required)
5. Building a rapport and showing empathy to your customers
(Required)
6. Promoting the My Child Maintenance Account
(Required)
7. Dealing with an angry / anxious customer
(Required)
8. Recognising UCB (unacceptable customer behaviours )
(Required)
9. Delivering an excellent customer service
(Required)
10. Can you rate the the following statements
11. The digital delivery met my needs
12. The length of each session was appropriate?
13. The facilitator/s delivery was positive and engaging
14. The calls we listened to enabled good discussion
15. If you answered no to any of the above questions can you record why
16. What did you enjoy most about the Telephony Sessions? -
17. What did you enjoy least about the Telephony Sessions?
18. Why is it important to you to provide a good customer service to our customers
19. Anything else you would like to add re the Telephony/Customer Service sessions