1) A customer is calling because he cannot login into his account. What would be the first step to follow? a) To listen to the customer carefully and to ask questions to understand the issue b) To verify if the username and password are correct c) To ask the customer for the name and password 2) A customer calls to complain about a defective product. What would be something that you wouldn't say to the customer? a) I'm really sorry for the inconvenience.   b) I really apologize for this situation. c) I understand you are frustrated, but I will help you.  3)  A customer calls upset or angry. You offer a solution at the end, but he is unwilling to listen. What would be the next step? a) Tell the customer there is nothing more to do b) Apologize and hang up the call c) Offer an apology for the problem

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