Effective Handling of Customer Service Incidents and Complaints
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Effective Handling of Customer Service Incidents and Complaints

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Questions and Answers

A customer claims that the vehicle she rented was unsafe and she is pursuing a claim against the company. Match the scenario to the type of escalation requires.

  • Escalate to a higher authority in the organization (correct)
  • Escalate laterally to technical support
  • Do both sequentially
  • None of the above

    • A customer has been involved in a collision and requests that a rear door of his car be replaced. Match the scenario to the type of escalation requires.

  • Escalate to a higher authority in the organization
  • Escalate laterally to technical support (correct)
  • Do both sequentially
  • None of the above

    • A customer’s car has broken down and needs to be towed.

  • Escalate to a higher authority in the organization
  • Escalate laterally to technical support (correct)
  • Do both sequentially
  • None of the above

    • A customer claims that the company’s policy document states that customers will be compensated for treatment of back pain resulting from driving the company’s vehicles.

    <p>Escalate to a higher authority in the organization</p> Signup and view all the answers

    Identify the actions that represent the steps you should take dealing with a customer.

    1. Asking the customer qualifying questions about their problem
    2. Escalating the issue to a higher authority, if required
    3. Listening to the customer’s problem
    4. Introducing yourself within the first few seconds
    5. Putting the customers on hold to handle the complaint
    6. Telling the customer to calm down

    <p>1234</p> Signup and view all the answers

    Identify the techniques the CSR should follow when dealing with difficult customer.

    1. Informing your supervisor
    2. Keeping the caller on the line as long as you can
    3. Responding in the same manner
    4. Composing yourself emotionally and physically before answering the next call
    5. Being courteous but firm
    6. Being empathetic

    <p>1456</p> Signup and view all the answers

    Which four actions are involved in logging an incident?

    1. Resolving the incident, or setting the expectations of the customer for next contact
    2. Confirming the facts and details of the incident with the customer
    3. Documenting the customer’s request
    4. Providing written confirmation of an open or closed incident to the customer
    5. Offering the customer, the latest products
    6. Analyzing the customer’s information

    <p>1234</p> Signup and view all the answers

    The call center in understaffed and is not able to handle the influx of calls that Is receiving. Match the incident response and management metric.

    <p>Number of incidents in total</p> Signup and view all the answers

    70% of calls received are from customers who are checking the progress of their computer repairs. Match the incident response and management metric.

    <p>Incidents by category</p> Signup and view all the answers

    The call center can afford to hire more CSR to handle the higher call load. Match the incident response and management metric.

    <p>Cost per incident</p> Signup and view all the answers

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