Imagine you are a customer service representative. Read the situation and then choose what you think is the best response.A customer called this morning to report a missing book from the set he ordered. The rep he spoke with was very rude and terminated the call prematurely. He's very upset."I'm calling to complain about the last person I spoke with. Not only was he rude, he also hung up on me!"AI understand how frustrated you are. Let me help you file a complaint against that rep.BI understand you're very frustrated. Let's get your problem resolved today.CI understand you're frustated but there's no reason to be upset with me. I'm just trying to help.DI understand you're frustrated and I'll make sure to pass on the word that the rep you spoke with was rude and hung up on you

Imagine you are a customer service representative. Read the situation and then choose what you think is the best response.At the beginning of the call, the customer said he wanted to speak to a supervisor. He refused to give any information until he spoke with someone from management."I don't want to hear it. Get me your supervisor."AAlright. Stay on the line while I get a supervisor.BI am confident that I can help you with your concern. Why don't you tell me what happened?CI think I can help you with this. What seems to be the problem?DYou're in luck. I am a supervisor.

What should your response be if you were a call center agent?The woman I spoke to earlier was impolite.AI'm sorry that happened. I'll do my best to assist you.BI'm sorry to hear that.CI'm sorry, which one?

You are working with a customer through a chat. You utilize the alias 'Alice' when responding for this company. The customer is confused about a mistake with their order, and is expressing frustration. They seem to be getting more and more angry as you attempt to assist them. They soon become irate and are sending highly antagonistic messages regarding you (the agent) and the company. In this scenario, you would respond by...*

What is the best way to express a complaint?Group of answer choicesState it clearly once, then let it go.Be clear about who you feel is to blame.Go directly to the person responsible for the problem.Begin by approaching the person who has the most power in the situation.

You are trying to explain some rules of your agency to an irate customer who feels they have been treated unfairly. What is the best way to handle the situation? A. Let the person finish telling you about the complaint and then point out to the person the facts and the reason for the rule. B. Suggest that the person obtain and read a copy of your agency regulations. C. Keep silent until the person finishes; then ask the person to return when they have had an opportunity to calm down. D. Agree that the rules may be unfair in certain circumstances.