When Calling a Customer by Phone to Address a Problem

question 23

Multiple Choice

When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and

• A)follow up with a written message that documents the phone call and promotes goodwill.
• B)suggest a face-to-face meeting to resolve any remaining issues.
• C)come to an agreement on a refund or compensation.
• D)provide resale information or promote products and services.

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Definitions:

Confirmation Bias

The inclination to seek out, comprehend, prefer, and remember data in a manner that affirms an individual's already established convictions or assumptions.

Effective Problem Solving

The process of identifying a problem, devising and implementing a solution that successfully overcomes the issue in a practical and efficient manner.

Better-Fed Population

A community or group of people who have access to a healthy and adequate diet.

Intelligence Test Scores

Numerical outcomes derived from assessments designed to measure human intelligence and cognitive abilities.