Podcast
Questions and Answers
With what three ways can you take responsibility for customer complaints? Choose all options that
best answer the question.
1.) Take ownership of the problem
2.) Be helpful
3.) Manage the customer's expectations
4.) Act as the point of contact
5.) Tell the customer to calm down
With what three ways can you take responsibility for customer complaints? Choose all options that best answer the question. 1.) Take ownership of the problem 2.) Be helpful 3.) Manage the customer's expectations 4.) Act as the point of contact 5.) Tell the customer to calm down
What are three strategies for preventing customer service mistakes related to overstepping
boundaries? Choose all options that best answer the question.
1.) Show you understand the customer's feelings
2.) Apologize for past mistakes
3.) Promise the customer you'll fix the problem today
4.) Only offer solutions you know you can deliver
5.) Find out who's to blame for errors
What are three strategies for preventing customer service mistakes related to overstepping boundaries? Choose all options that best answer the question. 1.) Show you understand the customer's feelings 2.) Apologize for past mistakes 3.) Promise the customer you'll fix the problem today 4.) Only offer solutions you know you can deliver 5.) Find out who's to blame for errors
What are three examples of customer service mistakes based on rudeness? Choose all options that
best answer the question.
1.) Asking the customer to please calm down and be reasonable
2.) Contradicting the customer
3.) Assuming the customer is acting in bad faith
4.) Showing the customer empathy
5.) Listening carefully and patiently
What are three examples of customer service mistakes based on rudeness? Choose all options that best answer the question. 1.) Asking the customer to please calm down and be reasonable 2.) Contradicting the customer 3.) Assuming the customer is acting in bad faith 4.) Showing the customer empathy 5.) Listening carefully and patiently
What are three methods for defusing a complaining customer's frustration? Choose all options that
best answer the question.
1.) Allow the customer to vent
2.) Focus on the customer
3.) Listen with empathy
4.) When a rant is clearly unreasonable, point this out to the customer
5.) Directly confront the customer about a specific issue
What are three methods for defusing a complaining customer's frustration? Choose all options that best answer the question. 1.) Allow the customer to vent 2.) Focus on the customer 3.) Listen with empathy 4.) When a rant is clearly unreasonable, point this out to the customer 5.) Directly confront the customer about a specific issue
Signup and view all the answers
What are three useful strategies for investigating customer service problems? Choose all options that
best answer the question.
1.) Steer the conversation away from a heated issue
2.) Ask specific questions
3.) Ask the customer to call back after you've had time to look into a solution
4.) Identify alternative solutions
5.) Offer to call the customer back
What are three useful strategies for investigating customer service problems? Choose all options that best answer the question. 1.) Steer the conversation away from a heated issue 2.) Ask specific questions 3.) Ask the customer to call back after you've had time to look into a solution 4.) Identify alternative solutions 5.) Offer to call the customer back
Signup and view all the answers
What are guidelines for coming to an agreement on a customer service issue? Choose all options that
best answer the question.
1.) Let the customer lead the conversation
2.) When there's nothing you can do, honestly say you can't help
3.) Ask the customer for suggestions
4.) Offer alternatives
5.) Set reasonable expectations
What are guidelines for coming to an agreement on a customer service issue? Choose all options that best answer the question. 1.) Let the customer lead the conversation 2.) When there's nothing you can do, honestly say you can't help 3.) Ask the customer for suggestions 4.) Offer alternatives 5.) Set reasonable expectations
Signup and view all the answers
What three examples show rude customer service? Choose all options that best answer the question.
"I don't think you're telling me the whole story"
"Please calm down. I can't help you if you're all upset."
"Could you please give me a little more detail about the problem?"
"You couldn't have followed the directions or it would have worked properly"
"I'm very sorry you're having a problem. Please tell me about it."
What three examples show rude customer service? Choose all options that best answer the question. "I don't think you're telling me the whole story" "Please calm down. I can't help you if you're all upset." "Could you please give me a little more detail about the problem?" "You couldn't have followed the directions or it would have worked properly" "I'm very sorry you're having a problem. Please tell me about it."
Signup and view all the answers
