Customer Service Scenarios 2

Front

Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do first?

Back

Listen to the passengers explain the problem then ask to see their tickets.

Answer explanation

The flight attendant should listen to the passengers explain the problem and then ask to see their tickets. By doing so, the flight attendant can gather information about the situation and verify which passenger is assigned to the seat. This will help in resolving the issue and ensuring that both passengers are seated correctly. Asking one passenger to volunteer to take a later flight or asking both passengers to immediately exit the plane may not be necessary if the problem can be resolved by checking their tickets. Letting the passengers work through the issue themselves may lead to further arguments or confusion.

Front

A customer buys eight $2.99 candy bars on sale for $.99. The register rings full prices of $2.99. What should the associate do first?

Back

Void the sale and ring up the candy bar at the sale price.

Answer explanation

The associate should void the sale and ring up the candy bar at the sale price because the customer purchased the candy bars during the sale period. This means that they are entitled to the discounted price of $0.99 per candy bar. Voiding the sale and re-entering the items at the correct price will ensure that the customer is charged the correct amount.

Front

A toy store is running a promotion. Customers who spend more than $100.00 at the store will receive 10% off the total purchase. A customer asks the associate what the total will be if she buys a bicycle for $159.99. Before taxes, her total will be approximately: $100.00, $139.00, $144.00, $150.00

Back

$144.00

Answer explanation

If the customer buys a bicycle for $159.99 and spends more than $100.00, she will receive a 10% discount. To calculate the discount, we can multiply $159.99 by 10% (0.10), which gives us $15.99. Subtracting this discount from the original price, we get $159.99 - $15.99 = $144.00. Therefore, her total will be approximately $144.00 before taxes.

Front

A customer calls a banking center to report that the ATM fees on his account are incorrect. During the call, the call center computer system goes down, making it impossible to check the customer's account. What should the call center associate do?

Back

Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working.

Answer explanation

In this situation, the call center associate should apologize to the customer for the inconvenience caused by the computer system going down. Since they are unable to check the customer's account at the moment, the associate should offer to call the customer back when the system is working. This ensures that the customer's issue will be addressed once the system is operational again, providing a solution to their problem and showing good customer service.

Front

A customer enters the store with a dog. Animals are not allowed in the store. The customer appears to be blind. What should the associate do?

Back

Offer to help the customer.

Answer explanation

Based on the information given, the customer appears to be blind and has entered the store with a dog. Since the customer may require assistance due to their visual impairment, it would be appropriate for the associate to offer help. This shows empathy and understanding towards the customer's needs, while also ensuring that they have a positive shopping experience.

Front

A Customer Service Representative in the credit services department takes a call from an angry customer. The customer was charged three times for the same transaction. What should the representative do?

Back

Listen, empathize, and fix the problem.

Answer explanation

The customer service representative should listen to the customer's complaint, empathize with their frustration, and then take steps to resolve the issue of being charged three times for the same transaction. This approach demonstrates good customer service skills by actively listening to the customer's concerns, showing empathy towards their situation, and taking responsibility to rectify the problem.

Front

A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00AM and noon. At 1:00 PM the customer calls to report that the sofa has not been delivered and she must leave the house. How should the Customer Service Associate respond?

Back

Apologize and arrange to deliver the sofa at the next convenient time for the customer.

Answer explanation

The Customer Service Associate should apologize for the delay and offer to reschedule the delivery at a time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It also aims to find a solution that accommodates the customer's needs.

Front

A customer comes in to buy a product for a grandchild. What should the associate do first?

Back

Ask the customer the age of the grandchild.

Answer explanation

The associate should ask the customer the age of the grandchild because the safety information in the product manual mentions that the product is not suitable for children under the age of ten. By asking the age of the grandchild, the associate can determine if the product is appropriate for the intended recipient and provide the customer with the necessary information to make an informed decision.

Front

An employee of a small company has duties include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do? Options: With the customer on hold search for the answers quickly while the customer holds. Offer the customer a choice of holding while he finds the answer or receiving a call back. Tell the customer he doesn’t know the answer to that question and politely end the call. Give the customer as much an answer as possible based on the knowledge he has.

Back

Offer the customer a choice of holding while he finds the answer or receiving a call back.

Answer explanation

The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This is the best option because it shows the employee's willingness to help the customer and find a solution to their question. It gives the customer the option to either wait for the answer or have the employee call them back with the information. This ensures that the customer's needs are met and that they feel valued and taken care of by the company.

Front

An irate customer enters an auto parts store to return the car starter he bought and installed yesterday. The customer missed work today because the starter did not work. Which of the following should be associated first?

Back

Express genuine concern that the customer's needs to be met.

Answer explanation

The correct answer is to express genuine concern that the customer's needs to be met. This is the most appropriate action to take when dealing with an irate customer. By expressing genuine concern, the store can show empathy towards the customer's situation and acknowledge their frustration. This can help to de-escalate the situation and demonstrate a willingness to address the customer's needs and find a solution.