You Are a Customer Support Representative Working with a DSL

question 65

Multiple Choice

You are a customer support representative working with a DSL service provider. A customer calls in reporting a problem with his DSL connection. He fails to verify his credentials, even though this verification is a mandatory process without which a customer is not eligible for any support from your end. The customer repeatedly requests that you assist him. What should you do?

• A)Politely tell the customer that none of the support staff will be able to assist him if he is not able to verify his credentials. Ask him to call back after reconfirming his credentials.
• B)Disconnect the call.
• C)Raise your voiceand deny any support from your end.
• D)Ask the customer to hold the line while you transfer the call to your manager.

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Definitions:

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