Customer Support Call Best Practices Quiz

What is a common mistake that can escalate a customer support call?

• Offering a discount immediately

• Telling the customer to calm down

• Asking for feedback

• Providing a solution too quickly

How should a support agent respond if they suspect a customer might not be truthful?

• End the call immediately

• Directly confront the customer

• Ignore the statement

• Say, 'Let me take another look to make sure I'm not missing anything.'

What is the recommended way to conclude a customer support call?

• Use presumptive closure

• Offer a follow-up call

• Ask, 'Is there anything else?'

• Say, 'Thank you for calling'

What is the main benefit of using presumptive closure in customer support calls?

• It shortens the call duration

• It signals the call is complete

• It allows for more customer feedback

• It increases sales opportunities

What overall impact do the recommended changes have on customer support calls?

• They make calls more formal

• They preempt escalations and protect call handle time

• They lead to more customer complaints

• They increase call handle time