CSR questionnaire

When ending a call with a customer who should hang up first?

• The CSR to let the customer know the call is over.

• Let the customer hang up first to ensure all questions are concerns are resolved.

You have been talking with customer for an hour and they ask for the price of their service to be cut in half. You know you cannot promise this or any discount but you feel that saying you can will end the conversation. You should...

• promise them the price cut and hope management approves it

• tell them you will get some money off of the service but not sure if it will be half

• tell them it cannot happen and they are asking for too much and hang up

• tell them you will speak with a manager and see what can be done to discount the service

A customer has been continually talking and expressing their issue with a service as you continue to be frustrated. You feel that once you are able to speak they will understand that things can be resolved. You should..

• Politely interrupt to get out your point so they gain understanding

• Leave the room to relax your mind and let them continue to talk

• Let them speak, listen intently, and when they stop let them know the solution

• Tell them you cannot help and transfer them to a manager

QTIP is an acronym to recall when dealing with irate callers. It stands for:

QUIT TAKING IT (a)  

Is it important to smile while talking to customers over the phone?

• No, they cannot see you, so it doesn't matter.

• Yes, there is inflection in your voice when you smile.

In working with an irate caller it is important to put yourself in their shoes. The ability to understand and share the feeling of other is _____

• empathy

• pity

• sympathy

• remorse