Podcast
Questions and Answers
Which of the following is NOT a component of issue resolution?
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?
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?
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?
What does the desire to resolve involve?
What does "resolved" mean in the context of issue resolution?
What does "resolved" mean in the context of issue resolution?
True or false: Issue resolution involves answering customer questions, addressing their issues, and solving their problems.
True or false: Issue resolution involves answering customer questions, addressing their issues, and solving their problems.
True or false: The desire to resolve includes providing options outside of the company's resolution capability.
True or false: The desire to resolve includes providing options outside of the company's resolution capability.
True or false: Minimizing dead air/silence is a strategy to achieve issue resolution.
True or false: Minimizing dead air/silence is a strategy to achieve issue resolution.
True or false: Creating a sense of urgency is not necessary for issue resolution.
True or false: Creating a sense of urgency is not necessary for issue resolution.
True or false: Taking ownership and avoiding assigning homework is a recommended approach in issue resolution.
True or false: Taking ownership and avoiding assigning homework is a recommended approach in issue resolution.
