This quiz is to test your understanding of how to deal with customers when on the phone addressing a problem they may have.
How to get the customer off the line without using one of the phrases above?
Try and make the customer feel as good as possible?
Focus on the positives and what can be done for the Customer?
Focus on how to make the customer feel as good as possible even though you cannot help them?
To let the customer know you understand their frustration.
To express genuine concern for the issue at hand.
To show the customer you know how to handle the problem.
To acknowledge the importance of the customer’s problem.
An understood you is written grammatically correct with an imperative clause and is preceded by a complemetizer.
A command that is directed at someone “You shut the door”.
An understood you is where the subject (main noun) of a sentence is not actually in the sentence. It is usually used with commands “close the door”.
A command that directly points someone out “You get me those books”.
Every 30 seconds or less.
Every minute or less.
Every 2 minutes or less.
No longer than 3 minutes at a time.
Keep the calls flowing in the desired direction to achieve a positive outcome. Avoid getting sidetracked in your conversation.
Remain calm and composed during difficult calls.
Demonstrate respect to caller through words and actions, regardless of the caller’s attitude toward the agent
All of the above.
Mislead the caller with false information to get them off the phone.
Let the customer you know you are going to research the problem and call them back.
Offer to escalate the call.
Ask the user when it would be best to call them back to work on the problem then ask someone else to call the user.
Let the customer know it was “My Pleasure Helping you”
Address the caller by their name and by thanking them at the end of the call.
Always invite the customer to call back.
Close the call with the relationship in mind.
Here's an interesting quiz for you.