Customer Issue Resolution

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Questions and Answers

Which of the following is NOT a component of issue resolution?

  • Solving customers' problems
  • Providing further options (correct)
  • Answering customers' questions
  • Addressing customers' issues

What is the representative's role in issue resolution?

  • To create a sense of urgency
  • To minimize dead air/silence (correct)
  • To confidently explain resolution and/or policies
  • To outline pros and cons for available options

What does the representative do to solution the customer's issue?

  • Create a sense of urgency
  • Confidently explain resolution and/or policies
  • Eliminate excessive dead air/silence
  • Take ownership and avoid assigning homework (correct)

What does the desire to resolve involve?

<p>Outlining pros and cons for available options (B)</p>
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What does "resolved" mean in the context of issue resolution?

<p>All of the above (D)</p>
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True or false: Issue resolution involves answering customer questions, addressing their issues, and solving their problems.

<p>True (A)</p>
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True or false: The desire to resolve includes providing options outside of the company's resolution capability.

<p>True (A)</p>
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True or false: Minimizing dead air/silence is a strategy to achieve issue resolution.

<p>True (A)</p>
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True or false: Creating a sense of urgency is not necessary for issue resolution.

<p>False (B)</p>
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True or false: Taking ownership and avoiding assigning homework is a recommended approach in issue resolution.

<p>True (A)</p>
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