Day 3 PSR+ Recap

Customers displaying negative emotions should be immediatly escalated

• True

• False

We can deal with angry customers by...

• Shouting back

• Allowing them to vent

• Asking why 5 times

• Pressing hold

When should try to follow up bad news with...

• An apology

• Ending the call

• Suggesting a positive resolution

If a customer is transferred to you and is unhappy, I should raise a complaint...

• True

• False

All signs of dissatisfaction should be recorded on an account?

• True

• False

If the resolution to a customers issue cannot be resolved by you, you should...

• Raise a complaint and pass it to another department

• Don't raise a complaint and pass it to another department

• Raise a complaint and escalate to a resolver

• Raise a complaint and tell the customer to call back the correct number.

Which of these are not "berries"?

• Strawberry

• Cucumber

• Banana

• Cherry