choose the best answer and worst answer A customer tells you she asked a coworke
ID: 395253 • Letter: C
Question
choose the best answer and worst answer
A customer tells you she asked a coworker of yours for help with something. She says the coworker told her he didn’t know anything about it and just rudely ended the call. What would you do?
Suggest talk to the manager personally
Ask her what she would like you to do
Ask her if she remembered the name of the employee and approach that person yourself
Apologize and tell her you will glad to help her whenever you can
Apologize and tell her you will tell the manager
A new employee, doing the same job as you, keeps asking you questions about how to do the job. You just explained all of this to him the day before. Hes slowing you down. What would you do?
Tell him he is interfering with your job
Ask him if he would possibly be better suited for another department
Tell your manager about the problem
Show him how he can find the information on his own
Suggest he ask the manager for more training
You are on the phone with a customer. Suppose that all systems have just shut down. You are unable to review any accounts in the computer and are unable to process any customer request. What would you do>
Inform the customers calling in that your systems are down, and they will have to call back
Redirect all customer calls to a separate department
Stop answering the phone until you can help the customers
Apologize to all customers calling in and give them an estimated time that systems will be back up
Take down the customers information by hand and call them when the systems are back up
A customer calls in to cancel her account, claiming she has received a lower price from a competitor. What would you do?
Offer a customer similar rate as the competitor and allow the customer to keep her current plant.
Seek out a manger to see what action should take
Try to sell the customers a cheaper plan, which would lower her monthly bill
Attempt to persuade the customer to stay with organization by explaining all the benefits she has as a customer
Inform the customer that the competitor does not have as great customer services as your organization and that many other customers have switched back to your organization
Explanation / Answer
Best Answer:
Apologize and tell her you will glad to help her whenever you can
Worst Answer:
Suggest talk to the manager personally
Customers expect a solution when they ask for some help. Asking them to solve the problem themselves is not suggested.
Best Answer:
Show him how he can find the information on his own
This approach would both help him and I can also concentrate on my work
Worst Answer:
Ask him if he would possibly be better suited for another department
Such sort of responses would demotivate others and also relationship between colleagues get strained
Best Answer:
Apologize to all customers calling in and give them an estimated time that systems will be back up
Worst Answer:
Stop answering the phone until you can help the customers
Best Answer:
Attempt to persuade the customer to stay with organization by explaining all the benefits she has as a customer
Worst Answer:
Try to sell the customers a cheaper plan, which would lower her monthly bill
Trying to sell cheaper would decrease company profits.
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