Customer Service Practice Test

Question: Recognizing that a customer’s psychological needs must be met when resolving incidents is called?

Answer: Customer Call Differentiating

Question: What is the best way to minimize conflict with a customer?

Answer: Remain friendly towards the customer.

Question: A talkative customer can result in extended call times. What is the best practice for disengaging from a customer?

Answer: Recap the customer’s actions.

Question: Which situation is most appropriate for an escalation?

Answer: You have exhausted all available resources.

Question: What is the best way to handle calls related to non-supported items?

Answer: Advise the customer of other means of getting assistance.