Zendesk Certification Training Exam V2
Edition Zendesk Academy (Latest Update
) Questions & Answers {Grade
A} 100% Correct
When trying to resolve a customer's issue, why should you ask the customer what the
problem is exactly and how they want it resolved? - correct answer You want to
ensure that the solution fits the problem as they see it.
You handle billing at a cable provider. A customer calls because they were charged
more for a service than they were previously quoted. How can you keep this call from
escalating? - correct answer Take responsibility and keep the customer happy by
immediately reducing the bill to an authorized amount
, How can you best assess a customer's problem in order to solve it? - correct answer
Ask why the customer is upset, what the customer wants from the transaction, and
what you can do to solve the problem
Which statement exemplifies using positive communication, and also your intent to
show a customer that they have been heard, understood, and cared for? - correct
answer I wish I could charge you a lower rate. What I can do is offer you a credit for
next month.
When following up on an issue, you find that the customer is satisfied with your
solution. What is the best next step? - correct answer Offer the customer an
unexpected item of value, such as a coupon or free gift.
Edition Zendesk Academy (Latest Update
) Questions & Answers {Grade
A} 100% Correct
When trying to resolve a customer's issue, why should you ask the customer what the
problem is exactly and how they want it resolved? - correct answer You want to
ensure that the solution fits the problem as they see it.
You handle billing at a cable provider. A customer calls because they were charged
more for a service than they were previously quoted. How can you keep this call from
escalating? - correct answer Take responsibility and keep the customer happy by
immediately reducing the bill to an authorized amount
, How can you best assess a customer's problem in order to solve it? - correct answer
Ask why the customer is upset, what the customer wants from the transaction, and
what you can do to solve the problem
Which statement exemplifies using positive communication, and also your intent to
show a customer that they have been heard, understood, and cared for? - correct
answer I wish I could charge you a lower rate. What I can do is offer you a credit for
next month.
When following up on an issue, you find that the customer is satisfied with your
solution. What is the best next step? - correct answer Offer the customer an
unexpected item of value, such as a coupon or free gift.
