A customer is frustrated because they’ve been transferred multiple times. They demand that you handle the issue, even though it’s outside your department. What do you do?

• Apologize for the inconvenience, but explain that you must transfer them to the correct department.

• Try to handle the issue yourself to avoid another transfer.

A customer asks you to stay on the line while they check something, but company policy discourages long holds. What should you do?

• Politely offer to call them back once they have the information, rather than keeping the line open.

• Agree to stay on the line, even if it exceeds the hold time limit.

You receive a call from a customer who is angry about a recent price increase and demands you lower their bill. What’s your response?

• Apologize and explain that pricing decisions are company-wide and cannot be changed on an individual basis.

• • Offer to lower their bill for the current month to calm them down.

A customer requests that you email them a written copy of the conversation you’re having over the phone. Can you comply?

• Yes, as long as the email includes only the relevant information.

• No, because call recordings and transcripts are internal documents and not shared directly with customers.

You’ve been speaking to a customer for 20 minutes, but they keep circling back to unrelated topics. How do you handle the call?

• Continue listening patiently, regardless of time limits, to provide the best service.

• • Politely steer the conversation back to the main issue and set expectations for time limits if necessary.

A customer threatens to escalate the issue to your supervisor if their request isn’t granted, but you know the request violates company policy. How should you respond?

• • Give in to avoid escalation and keep the customer happy.

• • Stand firm on the policy, offer to escalate the call to your supervisor, and explain why the request cannot be met.

You realize you provided incorrect information to a customer earlier in the call. What’s the best course of action?

• Apologize, correct the mistake immediately, and provide the accurate information.

• Let the mistake go unnoticed, hoping it won’t impact the rest of the call.

A customer insists on speaking to a specific representative, but they’re unavailable. How do you manage the situation?

• Inform the customer that the representative is unavailable but offer to assist or have them call back.

• Tell the customer to wait on hold until the specific representative becomes available.

A customer asks for details about a service that is no longer offered, but you don’t have all the information. What’s the best action?

• Admit you don’t have the details and offer to call them back once you gather the correct information.

• Try to give them as much information as possible, even if it might not be entirely accurate.

A customer is upset about the wait time and asks for an immediate callback once a representative becomes available. Is this allowed?

• Yes, as long as your system allows for scheduling a callback.

• No, as all customers must wait in line unless there’s a priority service in place.