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Questions and Answers
What is the main objective when a customer calls in upset about a recent experience?
What is the main objective when a customer calls in upset about a recent experience?
- To apologize and do nothing to resolve the issue
- To prove the customer is wrong
- To transfer the call to a supervisor
- To resolve the issue and improve customer satisfaction (correct)
How would you initially respond to the customer's concerns?
How would you initially respond to the customer's concerns?
- By asking the customer to call back later
- By being defensive and dismissive
- By listening attentively and empathetically (correct)
- By interrupting the customer to provide a solution
What is the primary focus in resolving the customer's issue?
What is the primary focus in resolving the customer's issue?
- Providing a refund without investigating the issue
- Understanding the root cause of the issue and providing a solution (correct)
- Offering a quick fix to appease the customer
- Finding fault with the customer's actions
What should you do after resolving the customer's issue?
What should you do after resolving the customer's issue?
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What is the long-term benefit of handling customer complaints effectively?
What is the long-term benefit of handling customer complaints effectively?
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