Call Handling

The way we interact with customers plays a significant role in meeting and exceeding customer expectations.

• True

• False

You should not take customer anger personally.

• True

• False

What should you sometimes substitute in place of an apology?

• Discuss how it was not their fault.

• Offer an empathetic statement.

• Offer a gift card.

The words you speak are generally more important than your tone.

• True

• False

Select all the ways you can help reassure the customer you are committed to resolving their issue.

• Focus on what you can do to help.

• Be prepared with a valid excuse.

• Ask questions to clarify understanding.