Customer Complain

Front

What is the most appropriate empathetic response when a customer complains about a delayed technician visit? A) "Ohh, okay… let me check…" B) "I completely understand how frustrating this must be, and I sincerely apologize for the delay." C) "I guess it didn’t happen, let me escalate."
D) "Yeah, I understand sir, they’ll visit soon."

Back

"I completely understand how frustrating this must be, and I sincerely apologize for the delay."

Front

Which of the following is the most professional and customer-friendly way to inform a customer about an issue with their complaint? A) "I see that a technician was assigned, but unfortunately, the visit has been delayed. I sincerely apologize and will escalate this immediately." B) "Looks like they didn’t come, not sure why. Let me check." C) "Ohh… I guess something went wrong. I will send a follow-up." D) "Maybe they forgot, let me ask them to go soon."

Back

"I see that a technician was assigned, but unfortunately, the visit has been delayed. I sincerely apologize and will escalate this immediately."

Front

A customer is frustrated because they were promised a technician visit within 48 hours, but no one has come. How should an agent take ownership of the issue? Options: A) Apologize, explain the reason for the delay, and escalate the issue with a clear resolution timeline.
, B) Say that it’s not their fault and the service team is responsible for the delay.
, C) Ask the customer to wait for another 48 hours without giving a clear update.
, D) Tell the customer that they will "try" but cannot guarantee anything.

Back

Apologize, explain the reason for the delay, and escalate the issue with a clear resolution timeline.

Front

What is the most effective way to assure a customer that their issue is being resolved? Options: A) "I will escalate this now and ensure the technician contacts you within the next 2 hours to confirm the visit schedule." B) "I think they will visit soon, please wait a little longer." C) "They should come by tomorrow, but I can’t promise." D) "Not sure why they didn’t come. Let me send a message to them."

Back

"I will escalate this now and ensure the technician contacts you within the next 2 hours to confirm the visit schedule."

Front

If a customer requests to speak with a supervisor, but they are unavailable, what should the agent do?

Back

Inform the customer that the supervisor is unavailable but promise a callback within a specific timeframe.