Read the statement below and choose the best response.A customer is calling about a late fee credit that was promised to him. The previous representative he spoke to did not process the request. "I've just about had it with your company! You make promises you can't keep, and I have to waste so much time on the phone with you."ASorry. Let me process the credit for you right now.BI'm sorry for the inconvenience. I know this is very frustrating. I'm processing the credit as we speak.CI'm sorry for the inconvenience, but the previous representative lied. We can't give you a credit.DI apologize for the inconvenience. I'm processing the credit as we speak and filing a complaint against the representative for you.

Read the statement below and choose the best response.A customer is very upset because the check she deposited last week has still not been credited to her account. A bank error caused the delay."Are you trying to rob me, huh? Why hasn't my check cleared yet? I know that's a good check, and I need the money NOW! I need to buy my daughter's medicines!"ANo, I assure you we're not.BWe're terribly sorry for the inconvenience. Rest assured your money will be available within the day.CI understand how frustrating this is. We promise this won't happen again.DThe money will be available today.

Imagine you are a customer service representative. Read the situation and then choose what you think is the best response.The customer is returning an item. Our records show she regularly purchases clothes then returns them the day after."Hi. I'm calling because I need to return this dress to you. It doesn't fit. I can send the package back to you by the end of the day."ANo problem, ma'am. I'll be sure to issue the credit as soon as we receive the package.BI'll make a note of that. It seems, however, that this is the seventh return you've made this month. Could you please give more specifics as to why you're returning this item?CI'll be more than happy to help you return the dress.DSince you've made multiple purchases and returns, I'll have to clear this up with 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

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.

If you don't pay the entire balance on your card you must pay at least this amount to avoid a late charge ____. athe annual fee bthe minimum payment cthe APR