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.

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

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?

Paragraph #3 - Suppose you are the supervisor at the agency in which this happened. How would you resolve the problem?

Describe a situation where you had to respond to an incident promptly. How did you handle it?

The __________ is someone a Supervisor can turn to and confidentially discuss issues and problems they may be having in the role. Fill in the blank.