Customer Care
Customer Service
Complaint Management
Customer Focus
Customer Engagement
Question
A customer contacts support and asks for an update on a replacement item they were promised, but you cannot find any record of the promise in the system. What should you do?
Select your answer
Acknowledge that you cannot locate a record, apologise for any confusion, and commit to investigating and providing a clear update within a specific timeframe.
Acknowledge the situation, ask the customer for any reference details they may have, and escalate to a senior agent to review.
Inform the customer that without a record you are unable to action the request, and ask them to resubmit it.
Apologise and issue the replacement immediately to avoid further frustration.
Next
Question
A customer escalates a complaint that was previously marked as resolved, saying the issue has resurfaced. How should you respond?
Select your answer
Apologise that the issue has returned, reopen the case, review what was done previously, and commit to a more thorough resolution this time.
Apologise and escalate immediately to a senior agent given the repeat nature of the complaint.
Acknowledge the recurrence and ask the customer to describe the issue again so you can raise a new case.
Inform the customer that the previous case was resolved and a new case will need to be logged.
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Question
During a support interaction, a customer mentions in passing that their team has grown significantly since they first signed up. How should you respond?
Select your answer
Acknowledge the growth, ask how their needs may have changed, and explore whether their current setup still serves them well.
Congratulate them on the growth and let them know you have options available if they ever want to review their plan.
Note the information on their account for a future account review.
Acknowledge the comment and continue addressing their original query.
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