Let's Review- CS

What's the importance of an assurance statement?

• To let the customer know that we're able to provide them the correct resolution.

• To let the customer know that their concern is valid.

• To let the customer know that they are on their way of having their issue resolved.

• To let the customer explain their side.

Which of the following is an assurance statement?

• I feel the same way, Mr. Customer. It's indeed exasperating to know that your concern was not addressed after several tries.

• There you have it! We're able to reconnect your internet with your PC.

• I'll be glad to assist you in processing your order for a muffler!

• Don't mention it! It's my pleasure to help!

Is this an acceptable assurance statement?

No worries! I'm here to help!

• Yes

• No

In order to avoid markdowns in Concern and Assurance Statement by the QA, agents must provide a strong assurance statement and mention the customer's concern.

• True

• False

Assurance statement and paraphrasing should be stated before the caller mentions their concern.

• True

• False

Customer: My order has been delayed for 3 weeks already! I need the money back so I can order it somewhere locally instead.

Which is the best paraphrasing and assurance statement for this case?

• "It saddens me to know that you haven't received your item yet. No worries, I'll make it right for you!"

• "I apologize for the delay on the delivery. Let me check what I can do regarding your refund request!"

• "I apologize for the delay. I would feel the same way if that happened to me. No worries, I here to make sure that you'll receive the item as soon as possible"

• "I apologize for the delay on the delivery. Let me process your refund request asap!"

Customer: I've been waiting on the line for 45 minutes. My car hadn't been working for a week now coz the clutch is busted. The one you sent is wrong.

What's the best paraphrasing and assurance statement for this case?

• "I apologize for the long wait. We're getting a huge volume of calls lately. Sorry if you weren't able to use your car. Just to confirm, was the clutch that you received ill-fitting or damaged?

• "I apologize for the long wait. We're getting a huge volume of calls lately. I'm sorry for what happened to your car. Let me work on this!"

• "I apologize for the long wait. We're getting a huge volume of calls lately. Sorry if your car wasn't functioning well. No worries, I can help you in replacing the damaged clutch that you received."

• "I apologize for the long wait. We're getting a huge volume of calls lately. Sorry if your car wasn't working for a week now. No worries, I can replace the wrong part that you received."