Problem-solving Recap

Which of the following is NOT one of the negotiation styles?

• Accommodating

• Dominating

• Compromising

• Collaborative

    What is the Kipling (5W1H) method used for?

• Avoiding problems altogether

• Asking a series of questions to understand a problem better

• Assigning blame for the problem

• Ignoring minor problems

   What is negotiation in the context of customer service?

• A process of avoiding any discussion with the customer

• A process of blaming the customer for the problem

• An evaluation of possible solutions to a challenge and the selection of a mutually beneficial solution

• A process of imposing the company's decision on the customer

  What are the steps in the problem-solving process in the customer service context?

• Identify a problem, understand the problem's unique characteristics, define the requirements of a possible solution, identify possible solution, select the best solution, implement the solution, observe and evaluate the solution's impact

• Ask the customer to solve the problem, apologize for the inconvenience, and offer a discount

• Pretend to solve the problem, ignore the customer's feedback, and continue with the same approach

• Ignore the problem, blame the customer, avoid finding a solution, and move on

  It is important to solve customers' problems in customer service because _____.

•  

  To ignore customers' complaints and save time

   

   

• To blame customers for their problems

• To discourage customers from buying the product

• To maintain a good reputation and improve customer satisfaction

Which of the following is NOT a common reason for customer complaints?

•    A. Poor customer service

• B. Hidden costs

• C. Offering high-quality products

• D. Rude staff

What is the best way to handle an expressive complainer?

• 1.     A. Avoid responding publicly

• B. Respond publicly, swiftly, and positively

• C. Ignore their complaint

• D. Make them wait for a formal response

  Which problem-solving step encourages creative and spontaneous thinking?

• A. Evaluating Solutions

• B. Reviewing the Solution

• C. Implementing the Solution

• D. Brainstorming

What is problem solving in the context of customer service?

• A process of ignoring customer complaints

• A process of blaming customers for their problems

• A process of developing and applying solutions for the problems that occur in the organization

• A process of identifying problems but not providing solutions

What is the first and most important step in the problem-solving process?

• A. Brainstorming

• B. Evaluating Solutions

• C. Implementing the Solution

• D. Finding the Problem