6.Most complaints are due to: (2)
Products Boredom Accounting Issues Company rules
7.Processing customer complaints includes (5)
Listening Logging information CSR being rude Empathize
Apologize No follow up Solicit feedback
8.Circle the key elements of using a script(4)
Empathy Annoying guest Acknowledgement Reassurance
Robotic Action
9.Problem solving process includes: (5)
Identifying the problem Being rude to customer Develop multiple solutions
Analyze the problem Say no to customer Identify decision criteria
Not listening to customer Choose optimal solution
10.Conflict Management includes: (5)
Competing Accommodating Resolving Sincerity Avoiding
Collaborating Compromising Positive attitude
11.Quiet customers are (3)
Satisfied Allow problems to mount Assume company knows of the problem
Scared of CSR Avoid conflict Think complaining is a waste of time
12.Customer oriented website includes: (5)
Link to BBB FAQ section Customer contact information competitor information
Customer feedback form Live chat online customer forum
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