Customer Service Conflict Resolution 3

Question 1

What is the 'broken record' technique in customer service conflict handling?

Accepted Answer

Repeating a refusal calmly and consistently without escalating

Answer

Playing hold music to frustrate the customer into hanging up

Answer

Transferring the customer repeatedly

Answer

Reading from a script without listening

Question 2

How should a customer service rep handle a complaint they personally disagree with?

Accepted Answer

Address the complaint professionally regardless of personal feelings

Answer

Argue the customer's perspective is wrong

Answer

Express personal opinions about the situation

Answer

Refer the customer elsewhere immediately

Question 3

What does 'service recovery' mean?

Accepted Answer

Restoring a customer's confidence after a service failure

Answer

Recovering deleted customer records

Answer

Recovering from a software outage

Answer

Training reps after a performance issue

Question 4

Which of the following is a sign that a customer interaction is escalating?

Accepted Answer

The customer's tone becomes louder and more urgent

Answer

The customer asks for your name

Answer

The customer asks for a product recommendation

Answer

The customer thanks you for your help

Question 5

What is the goal of 'follow-up' after resolving a complaint?

Accepted Answer

To confirm the resolution met expectations and rebuild trust

Answer

To ask the customer to remove their negative review

Answer

To upsell the customer on additional products

Answer

To document the interaction for legal purposes

Question 6

Why is it important to document customer complaints even after they are resolved?

Accepted Answer

To identify patterns that can improve products and processes

Answer

To build a case against difficult customers

Answer

To report customers to management

Answer

To comply with marketing requirements