Podcast
Questions and Answers
A customer has called in about a problem with her streaming service. You have listened closely, asked questions for clarification, and now believe you understand the root of the problem. You're ready to proceed to a solution.
Question: Put the steps for solving the customer’s issue in order.
Instruction:Â Rank the following items in the correct sequence, by matching them to their corresponding sequence or order.
A customer has called in about a problem with her streaming service. You have listened closely, asked questions for clarification, and now believe you understand the root of the problem. You're ready to proceed to a solution.
Question: Put the steps for solving the customer’s issue in order.
Instruction:Â Rank the following items in the correct sequence, by matching them to their corresponding sequence or order.
Gain your customer’s buy-in and approval of your suggested best solution to the problem = 3 Use your sources and knowledge tools to research the possible solutions to your customer’s problem = 1 Take the necessary actions to implement your solution for the customer and confirm its effectiveness = 4 Inform your customer about the potential solutions available and what they would require = 2
What are indicators that a call should be escalated?
Instruction:Â Choose all options that best answer the question.
What are indicators that a call should be escalated?
Instruction:Â Choose all options that best answer the question.
- The customer insults you and calls you derogatory names (correct)
- The customer is frustrated and angry
- The customer is curious about a clause in their warranty
- The customer’s issue is complex and resolving it will greatly exceed your established call-time metrics (correct)
What actions can help a CSR get the information they need to generate solutions to a customer's problem?
Instruction:Â Choose all options that best answer the question.
What actions can help a CSR get the information they need to generate solutions to a customer's problem?
Instruction:Â Choose all options that best answer the question.
- Use questions to turn the problem back on the customer, asking what they think will solve the problem
- Explore and utilize your company’s knowledge management tools (correct)
- Immediately escalate any complex or potentially confusing problems to a high-service tier
- Ask open-ended questions that let the customer provide you with information (correct)
What are examples of strategies for providing service that exceeds expectations and takes it to the next level?
Instruction:Â Choose all options that best answer the question.
What are examples of strategies for providing service that exceeds expectations and takes it to the next level?
Instruction:Â Choose all options that best answer the question.
What strategies can a CSR use to overcome common obstacles to finding service solutions?
Instruction:Â Choose all options that best answer the question.
What strategies can a CSR use to overcome common obstacles to finding service solutions?
Instruction:Â Choose all options that best answer the question.
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Study Notes
Solving a Customer Issue
- Confirm understanding of the problem with the customer
- Offer potential solutions based on the problem
- Guide the customer through the solution steps
- Check with the customer if solution was effective
- If solution fails, escalate the issue to a supervisor or technical expert
Indicators for Escalation
- Customer is escalating their frustration to a higher level
- The issue is outside the scope of the CSR's knowledge or authority
- The issue is causing significant disruption or inconvenience to the customer
- Resolution requires specialized technical expertise or access to internal systems that the CSR does not have
Actions for Effective Solution Generation
- Active listening and asking clarifying questions
- Empathize with the customer's situation and emotions
- Utilize available tools and resources like knowledge bases, FAQs, or internal databases
Strategies for Exceeding Expectations
- Proactive communication and updates
- Personalized service tailored to customer needs
- Offer additional support and resources even if not specifically requested
- Go above and beyond to find solutions or create workarounds for difficult situations
- Follow up with the customer after the issue is resolved to ensure satisfaction
Overcoming Obstacles to Solutions
- Persistence and creativity in exploring alternative solutions
- Collaborate with other departments or team members to find solutions
- Communicate transparently with the customer about potential challenges or limitations
- Offer alternative solutions or compromises when a preferred solution is not possible
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