
Resolving Conflict in Call Center Customer Service
Authored by elsa orellana
English
University
CCSS covered
Used 6+ times

AI Actions
Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...
Content View
Student View
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the question and select the best answer.
Using a script can be one method of following established _____.
Cooperation agreements
Conflict resolution procedures
Customer call logs
Avoidance resolution techniques
Tags
CCSS.RI.11-12.3
CCSS.RI.11-12.5
CCSS.RI.9-10.3
CCSS.RI.9-10.5
CCSS.RI.8.5
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the question and select the best answer.
This resolution style involves an individual who tends to ignore conflict, hoping it will go away.
Compromise
Collaboration
Avoidance
Accommodation
Tags
CCSS.RL.8.3
CCSS.RL.6.3
CCSS.RL.7.3
CCSS.RL.9-10.3
CCSS.RL.11-12.3
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the question and select the best answer.
This resolution style is a win for both the company and the customer
Accommodation
Collaboration
Competition
Avoidance
Tags
CCSS.RL.8.3
CCSS.RL.6.3
CCSS.RL.7.3
CCSS.RL.9-10.3
CCSS.RL.11-12.3
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the question and select the best answer.
All of these are reasons a conflict might occur in customer service EXCEPT which?
A customer has a different perception of how a transaction was handled.
A customer was not informed about a company's return policy.
A customer receives prompt attention to their concerns.
A customer expects a product to perform in a way it won't.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the question and select the best answer.
What is the first step in resolving conflict as a customer service representative?
Have an open mind and listenv
Focus on identifying the issue
Use silence and time outs
Focus resolution efforts on the issues
Tags
CCSS.RI.11-12.3
CCSS.RI.11-12.5
CCSS.RI.9-10.3
CCSS.RI.9-10.5
CCSS.RI.8.3
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the following sentence and decide if is true or false
Conflicts can arise due to different values or beliefs.
true
false
Tags
CCSS.RL.8.3
CCSS.RL.6.3
CCSS.RL.7.3
CCSS.RL.9-10.3
CCSS.RL.11-12.8
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Read the following sentence and decide if is true or false
It is important to react to angry outbursts with outbursts of your own
true
false
Tags
CCSS.RL.8.3
CCSS.RL.2.6
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever
or continue with

Microsoft
%20(1).png)
Apple
Others
Already have an account?
Similar Resources on Wayground
8 questions
TED-Ed: How to Make Your Writing Suspenseful
Quiz
•
8th Grade - Professio...
14 questions
Story 1: The Lark and her young ones
Quiz
•
University
15 questions
CPE Book 3 Unit 8
Quiz
•
University
10 questions
Gerunds (Ving)
Quiz
•
University
15 questions
first
Quiz
•
University
12 questions
Questions inversion or no inversion?
Quiz
•
University
13 questions
L3-4複習
Quiz
•
3rd Grade - University
14 questions
StoryCorps
Quiz
•
University
Popular Resources on Wayground
8 questions
Spartan Way - Classroom Responsible
Quiz
•
9th - 12th Grade
15 questions
Fractions on a Number Line
Quiz
•
3rd Grade
14 questions
Boundaries & Healthy Relationships
Lesson
•
6th - 8th Grade
20 questions
Equivalent Fractions
Quiz
•
3rd Grade
3 questions
Integrity and Your Health
Lesson
•
6th - 8th Grade
25 questions
Multiplication Facts
Quiz
•
5th Grade
9 questions
FOREST Perception
Lesson
•
KG
20 questions
Main Idea and Details
Quiz
•
5th Grade