Master Problem-Solving in Customer Service | Lesson 2 / 12

Listen to Get Results

3 min

Quiz 1 of 2

A customer approaches Monique and says she’s having trouble understanding how the discount pricing works for a promotion. Monique listens and nods to show she understands. What could she say next to demonstrate actively listening?

a
“I’m sorry, but I’m not the one to help you with that.”
b
“It sounds like you’re talking about our discount pricing. Is that right?”
c
“Okay, I’ll fix that for you.”
d
“Please visit our website to read about the discount pricing.”

Quiz 2 of 2

Carl talks to a customer on the phone about their frustration with a charge she’s noticed on her credit card. After listening for a while, he responds immediately with a solution. What would be a better initial response?

a
Restating what the customer’s problem is
b
Offering the customer discounts on future merchandise
c
Notifying the relevant staff internally of the issue
d
Providing an explanation of what went wrong

Lesson complete

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