Appropriate scripts include these key elements

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Reference no: EM132305572

1. A complaint-handling system is structured from a:

knowledge base.

problem-solving process.

customer-relations policy.

script.

2. When implemented well, appropriate scripts include these key elements:

Empathy, acknowledgement, and reassurance

Empathy and acknowledgement

Reassurance and action

b and c

3. An open posture and kindhearted eye contact are examples of:

a softening technique.

service recovery.

ping-ponging.

a script.

4. Trying to anticipate and solve problems before they occur is called

customer self-service.

reactive problem solving.

proactive problem solving.

first call resolution.

5. When customers are dissatisfied, they can become difficult, frustrated, and quick to anger. true or false

6. Some gesture of atonement or compensation, such as a cash refund, credit, discount, or apology is called service recovery. true or false

7. If a customer is verbally abusive, the CSR should immediately contact his or her supervisor. true or false

8. Some reasons consumers change providers is due to

poor service or product quality.

lower prices elsewhere.

CSRs lack of knowledge.

All of the above

Reference no: EM132305572

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