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.