Resolving Conflict in Call Center Customer Service
Authored by elsa orellana
English
University
CCSS covered
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10 questions
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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
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