BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Completely avoid talking about the specific product and change the topic.
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Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
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Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken
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Tell the caller that the company is aware of the problem and is taking steps to fix it.
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Just listen-you can’t please everyone.
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Detailed explanation-1: -An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should: Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
Detailed explanation-2: -Stay calm. Responding in kind will not solve anything, and it will usually escalate the situation. Instead, remind the customer that you are there to help them and are their best immediate chance of resolving the situation. This simple statement often helps defuse the situation.
Detailed explanation-3: -Customer service BPOs (business processing outsourcers) are companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels. Studies show that customers whose problems are solved quickly and easily tend to be faithful to the company.