Customer Issue Resolution

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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?

Outlining pros and cons for available options Signup and view all the answers

What does "resolved" mean in the context of issue resolution?

All of the above Signup and view all the answers

True or false: Issue resolution involves answering customer questions, addressing their issues, and solving their problems.

True Signup and view all the answers

True or false: The desire to resolve includes providing options outside of the company's resolution capability.

True Signup and view all the answers

True or false: Minimizing dead air/silence is a strategy to achieve issue resolution.

True Signup and view all the answers

True or false: Creating a sense of urgency is not necessary for issue resolution.

False Signup and view all the answers

True or false: Taking ownership and avoiding assigning homework is a recommended approach in issue resolution.

True Signup and view all the answers

Customer Issue Resolution

Podcast Beta

Questions and Answers

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

What is the representative's role in issue resolution?

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

What does the desire to resolve involve?

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: 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: 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.

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