BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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A customer calls and has some technical questions about a product with which you are not completely familiar. You should:
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transfer his call to someone who is knowledgeable in that area.
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pretend that you know what you’re talking about and give your own answers.
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tell him to call back another time.
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ask him why he is being so inquisitive.
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Explanation:
Detailed explanation-1: -Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.” Positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!"
Detailed explanation-2: -Address the Issue Sometimes a simple acknowledgement about the frustration will help customers relax and feel less resentful. For example, “Sorry for the long line folks, we’re a bit under-staffed. We know your time is valuable and we appreciate your patience. We’ll get to you as soon as possible.”
There is 1 question to complete.