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Handling Complaints Part II, Handing Off, Providing After- Sales Part 1

Quiz by Frances Therese D. San Juan

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15 questions
Show answers
  • Q1
    When handling complaints, the CSR should combine emotional understanding with control. Which of these show this?
    "Okay, I really understand and agree with you that this is unbelievably frustrating to you, but for me to help you I must work within our process.”
    "I am so sorry for the incovenience, but that is all I can do."
    "We apologize for the unpleasant experience with our product. I know this is not a good experience, so to make it up to you, we will offer you with a 50% discount if you will buy the same product."
    30s
  • Q2
    This means that the customer service representative should know how to provide solutions to customers and have the authority to handle those complaints.
    Give responsibility
    Empower staff
    Train representative
    30s
  • Q3
    Put in charge the frontline staff to resolve complaints in the first instance.
    Train representative
    Empower staff
    Give responsibility
    30s
  • Q4
    Proper training on customer-complaint-handling techniques helps manage unreasonable customer behavior.
    Train representative
    Empower staff
    Give responsibility
    30s
  • Q5
    When an agent refers a customer’s concern to another department, which has different staffing, a handoff should never be hands-off.
    True
    False
    30s
  • Q6
    If you cannot find someone to help you with the situation, be honest and tell the customer politely the least possible response you could give in accordance with the enterprise policy.
    True
    False
    30s
  • Q7
    Handling a situation on your own will show your supervisor that you have the ability to deal with angry customers in a calm and collected manner
    True
    False
    30s
  • Q8
    When the customer repeats his concern to another receiving agent, this only proves that the contact center representative is listening carefully and responding immediately to customer complaints.
    True
    False
    30s
  • Q9
    This means have the fundamental sincerity to help others.
    Professionalism
    Active Listening
    Desire to Solve Problem
    30s
  • Q10
    The CSR should be patient, professional and a calming influence when interacting with customers at all times. What does this show?
    Active Listening
    Desire to Solve Problem
    Professionalism
    30s
  • Q11
    In using this skill, the CSR will be able to completely understand customer’s issue and assist customers in resolving their problems quickly and efficiently.
    Professionalism
    Active Listening
    Desire to Solve Problem
    30s
  • Q12
    Call your manager if the customer asks you to. It is best to follow the wishes of the customer.
    False
    True
    30s
  • Q13
    Tell the customer to wait for your return call if you are unable to answer the customer’s complaint.
    False
    True
    30s
  • Q14
    The representative, during handoff, should briefly explain to the person taking the concern what the customer wants.
    False
    True
    30s
  • Q15
    When the customer who complains is calm and kind, the CSR should never transfer the call even if the concern is beyond the scope of his/ her job.
    True
    False
    30s

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