Customer Service Review

A customer is unhappy with the response time of your support team and feels their issues are not being prioritized. How would you address their concerns to improve their experience and perception of your service?

• Apologize and assure them that their issues will be prioritized moving forward.

• Explain the current workload of the support team and ask for their patience.

• Offer to escalate their issues to a higher level of support for faster resolution.

• Provide them with a direct contact for future issues to ensure quicker response times.

Tags

DOK Level 3: Strategic Thinking

A customer is upset because they received the wrong product in their order. They are demanding a full refund and want to keep the incorrect item. How would you strategically handle this situation?

• Apologize for the mistake, offer to send the correct product immediately, and provide a return label for the incorrect item.

• Refuse the refund and tell the customer to return the incorrect item first.

• Offer a partial refund and ask the customer to keep the incorrect item.

• Ignore the customer's complaint and hope they don't follow up.

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DOK Level 3: Strategic Thinking

A customer is experiencing a technical issue with a product that is not covered under warranty. They are upset and demanding a free repair. How would you handle this situation to show empathy and find a fair solution?

• Apologize for the inconvenience, explain the warranty terms, and offer a discounted repair service or alternative solutions.

• Refuse the repair and tell the customer to buy a new product.

• Suggest the customer try fixing the issue themselves.

• Ignore the customer's request and move on to the next call.

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DOK Level 3: Strategic Thinking

A long-term customer is unhappy with a recent policy change that affects their service. They are considering switching to a competitor. How would you handle this situation to retain the customer?

• Explain the reasons for the policy change and offer a temporary exemption for them.

• Apologize for the inconvenience and offer a discount on their next service.

• Listen to their concerns and work with them to find a mutually beneficial solution.

• Offer them a free upgrade to a higher service tier.

Tags

DOK Level 3: Strategic Thinking

What does 'to handle complaints' involve?

• Resolving customer issues

• Ignoring customer feedback

• Increasing customer churn

• Enhancing brand image

We are going to take a quick look at ____ promptly to customer requests

• responding

• specifying

• dealing

• accomplishing

Answer explanation

We are going to take a quick look at responding promptly to customer requests

Dịch: chúng tôi sẽ xem xét nhanh việc đáp ứng kịp thời các yêu cầu của khách hàng

We welcome our clients and offer assistance in an open, friendly and ____ manner

• courteous

• impolite

• certain

• courageous

Answer explanation

We welcome our clients and offer assistance in an open, friendly and courteous manner

Dịch: Chúng tôi chào đón khách hàng và cung cấp hỗ trợ một cách cởi mở, thân thiện và lịch sự

Which of the following best describes the role of customer service in a business?

• A) To sell products to customers

• B) To handle customer inquiries and complaints

• C) To manage the company's finances

• D) To develop new products

What is the primary goal of effective customer service communication?

• A) To impress the customer with technical jargon

• B) To ensure the customer feels heard and understood

• C) To quickly end the conversation

• D) To avoid addressing the customer's issue

In the context of customer service, what does the term 'empathy' mean?

• A) Feeling sorry for the customer

• B) Understanding and sharing the feelings of the customer

• C) Agreeing with everything the customer says

• D) Offering discounts to the customer