Customer Service Interaction Analysis

The transcript describes a phone call with an airline customer service representative. The speaker reflects on the challenges faced by customer service workers and considers the representative's perspective. By expressing appreciation for her time, the speaker notices a change in her attitude, leading to a positive resolution with a full refund on the ticket.

What is a common challenge faced by customer service representatives according to the narrator?

• They have to work long hours.

• They deal with unhappy customers frequently.

• They have to travel a lot.

• They have to manage multiple tasks at once.

What was the narrator's initial thought about the customer service representative's attitude?

• She was confused about the issue.

• She was very friendly.

• She was uninterested in staying on the call.

• She was eager to help.

How did the narrator interpret the representative's perspective on their interaction?

• She was being rude.

• She was confused about the issue.

• She was being generous with her time.

• She was ignoring the narrator.

Why did the narrator think the representative might feel she was being generous?

• Because she was offering a discount.

• Because she was spending time on the call despite being busy.

• Because she was giving a refund.

• Because she was transferring the call to a manager.

What effect did expressing appreciation have on the customer service representative?

• She transferred the call to another representative.

• She became more frustrated.

• She ended the call abruptly.

• Her attitude improved, leading to a positive outcome.

What was the final outcome of the interaction after the narrator expressed appreciation?

• The issue remained unresolved.

• The representative offered a discount.

• The narrator received a full refund on the ticket.

• The call was disconnected.

What strategy did the narrator use to change the representative's attitude?

• He asked for a different representative.

• He expressed appreciation for her time.

• He threatened to file a complaint.

• He demanded to speak to a manager.