Customer Service 2 - Customer Service: Problem Solving and Troubleshooting / Become a Customer Service Specialist Exam With Complete Solutions

Customer Service 2 - Customer Service: Problem Solving and Troubleshooting / Become a Customer Service Specialist Exam With Complete Solutions You are employed at a customer service organization for machine tools. What is the first question you need to ask yourself before addressing a customer complaint? - answerIs the customer's concern valid or invalid? This is the model that can be used to troubleshoot just about any customer challenge you may face. If your customer has a valid complaint, what is the first logical step you would take? - answerListen and then apologize. Listen to the customer then acknowledge you heard them by apologizing. You are mentoring a customer service representative who is trying to build his listening skills. What advice would you give the rep in order for him to provide great customer service? - answerFocus on what your customer is saying. Actively listening and focusing on the customer is the rep's number one priority. Brady is on the phone with a customer who has an erroneous purchase on her credit card statement. If Brady uses the verify and clarify technique in this situation, what is the first step he will take? - answerListen to the customer.