Chapter 3: Problem Sloving

What is the significance of training employees in conflict resolution strategies?

• A) It avoids any feedback from customers

• B) It frustrates the customers

• C) It helps ensure that everyone on the team knows how to respond to complaints in a way that satisfies customers

• D) It makes the company appear indifferent to customer complaints

Which of the following is NOT a part of the customer service problem-solving process?

• A) Define the problems

• B) Generate potential solutions

• C) Tell the customer to call a different department

• D) Select a solution

Alice has just found a fraudulent charge on her credit card and calls customer service to get the issue resolved. Which of the following statements would be the best solution for the customer service representative to select?

• A) Apologize to Alice, and say there is nothing that can be done to refund her money.

• B) Tell her to call the fraud department to freeze her account

• C) Freeze Alice's account and issue a new card

• D) Have Alice provide proof she did not make the various purchases.

You are unable to understand the problem that a customer is having. Which of the following is a good option for helping to define the problem?

• A) "When did the problem begin?"

• B) "Are you sure this happened?"

• C) "Let me transfer you to another representative."

• D) "Was it a problem with your internet?"

How does solving difficult-customer situations benefit you personally?

• A) You will encounter difficult customers less frequently.

• B) Your customers will be happier.

• C) You will develop valuable negotiation skills.

• D) Your boss will automatically give you a raise.

What is an essential step in responding to a complaint?

• A) Ignoring the customer's concerns

• B) Asking follow-up questions to better understand the issue

• C) Rushing to provide a solution without listening to the customer

• D) Blaming the customer for the issue

What is a method for responding to customer issues?

• A) Avoiding any feedback from customers

• B) Blaming the customers for their complaints

• C) Identifying common complaints and improving things

• D) Ignoring the complaints and not taking any action