CSA Assessment

There are 2 phases in the approach to de-escalating a customer. What are they?

• Listen & Problem Solving

• Empathy & Validation

• Discovery & Problem Solving

• Discovery & Partnership

True or False: You should always interject your own thoughts, feelings, and assumptions into the Discovery Phase?

• True

• False

The purpose of the Discovery Phase is to....

• Deliver bad news

• Seek to understand

• Solve their problem

• Share your opinion

True or False: When dealing with an escalation, the first thing you should do is try to solve the customer's problems.

• True

• False

True or False: We should always treat others the way you want to be treated.

• True

• False

A customer calls in and is frustrated. He is not willing to work together in finding a resolution. What is the best way to regain a partnership with him?

(Choose the best answer)

• Validate his emotion before moving on

• Give him whatever he wants, even if it's against policy

• Stop talking until he gives in to the resolution

We should strive to uncover the customers' core needs. What are the benefits of identifying core needs?

(Choose all that apply)

• Building Trust

• Building Rapport

• Finding a Better Resolution

• Understanding the Customer

Dwight Schrute is continuing to get distracted throughout the call. He wants to talk about his pets, the weather, and everything in between. Which type of question can you use to help with call control?

• Guiding Question

• Clarifying Question

• De-escalation Question

• Problem Solving Question

You are trying to help Dwight, but he doesn't give you more than one or two word answers. Which type of question can you use to increase your understanding?

• Guiding Question

• Clarifying Question

• De-escalation Question

• Problem Solving Question

Dwight called furious that he has not received a refund yet. What type of question can help diffuse his emotion?

• Guiding Question

• Clarifying Question

• De-escalation Question

• Problem Solving Question