Care Techniques Part 2

Which of the following best describes a polite and professional response during a call?

• A. I don’t know what’s going on, you’ll just have to wait.

• • B. I’m sorry for the inconvenience, let me look into it for you.

• • C. That’s not my problem, I can’t help you with that.

• • D. You should have checked the website before calling.

When a customer is upset, an agent should maintain a (a)   tone and offer solutions.

True or False: An agent sighing during a call is an example of professional behavior.

• TRUE

• FALSE

Match the following actions with their corresponding description:

• Unprofessional and rude

• That’s not my responsibility

• Polite and professional

• Please hold while I check on your request.

• Empathetic response

• I’m sorry you’re experiencing this. Let me help.

• Unhelpful and dismissive

• Sighs and says, ‘I don’t know.

An agent should end the call by offering further assistance and using a (a)   phrase, such as "Have a great day!"

What should an agent do if a customer expresses frustration during the call?

• • A. Ignore the customer’s frustration.

• • B. Match the customer’s negative tone.

• • C. Express empathy and offer a solution.

• • D. End the call quickly to avoid further conflict.

Politeness can be shown by using words like "please" and (a)   .

True or False: Offering a solution immediately after a customer expresses frustration is a sign of a polite and professional agent.

• TRUE

• FALSE

Which phrase best demonstrates professionalism and courtesy?

• • A. I’ll see what I can do, but no promises.

• • B. Thank you for your patience, I’ll resolve this as quickly as possible.

• • C. Why didn’t you check that first?

• • D. That’s not something I can deal with.

To show empathy, an agent might say, "I understand how (a)   this situation must be for you."