
TLE CCS (Q4 PERIODICAL EXAM)
Flashcard
•
Other
•
10th Grade
•
Practice Problem
•
Hard
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49 questions
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1.
FLASHCARD QUESTION
Front
Which of the following is an example of an effective closing statement? This conversation is over., I hope you won't call back soon., That's all. Bye., Thank you for calling. Have a great day!
Back
Thank you for calling. Have a great day!
2.
FLASHCARD QUESTION
Front
Why is it important to acknowledge the customer's concern?
Back
To make the customer feel valued
3.
FLASHCARD QUESTION
Front
What should an agent do when a customer's concern cannot be immediately resolved?
Back
Offer to call back with an update
4.
FLASHCARD QUESTION
Front
A customer repeatedly asks for updates on their concern. How should the agent handle this?
Back
Provide updates and set clear expectations
5.
FLASHCARD QUESTION
Front
Which of the following is an example of an irate customer? A caller asking about a product, A caller who prefers speaking to a manager, A caller who is satisfied with the service, A caller who is already angry before calling
Back
A caller who is already angry before calling
6.
FLASHCARD QUESTION
Front
What is the best way to handle a talkative customer?
Back
Politely steer the conversation back on track
7.
FLASHCARD QUESTION
Front
In a customer service call, what should an agent do before transferring a call?
Back
Explain the reason for the transfer
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