Choose the best course of action for each of the following scenarios.

Question

Revolt · Accepted Answer

stay calm to try to cool the customer down; A customer is angry and yelling because no one has been able to resolve an issue with her product.: stay calm to try to cool the customer down; As a customer service agent, you are responsible for requesting a replacement part for a customer who is upset that his product needs one.: tell the customer that you will follow through; A customer is being rude to you and using off-color language. You respond by .: showing courtesy to the customer; As a professional customer service agent, your ability to stay positive and focused on finding a solution that satisfies the customer is known as .: the customer service mindset

Lesson 15.2 Communication Skills

Choose the best course of action for each of the following scenarios.

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