Deck 6: Problem Solving

Question 1

Customer complaints can be good for CSRs to hear but generally not beneficial for companies to learn about.

Answer 1

False

Question 2

When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.

Answer 2

False

Question 3

A conflict involves a serious clash of values, perceptions, or ideas and can jeopardize productivity in terms of one's relationships at work and dealings with customers.

Answer 3

True

Question 4

Listen, empathize, solicit feedback, and apologize are four of the basic steps to follow when processing customer complaints.

Question 5

Smart companies are most often reactive rather than proactive when dealing with customer complaints.

Question 6

In customer service, a predetermined dialogue that states how to respond to common problems is called a script.

Question 7

The best complaint-handling systems are structured from a customer relations policy and must operate simply, effectively, and quickly to everyone's mutual benefit.

Question 8

When problems are passed on to the next level of the organization, the price of service goes up.

Question 9

There is no distinction between the terms disagreement and conflict.

Question 10

When customers do not articulate their complaints, they typically forget about them and go about their business as usual.

Question 11

Most customers enjoy "ping-ponging," or being passed from one employee or department to another.

Question 12

The key to success in recovering unhappy customers is having a well-conceived win-back plan.

Question 13

Calls to service reps that are completely resolved on the first call are referred to as

A) efficient calls.
B) first-call resolutions (FCR).
C) collaborations.
D) accommodations.

Question 14

A legally binding process that begins when both parties sign an agreement permitting the arbitrator to conduct a fact-finding hearing and make a final decision is called

A) competition.
B) mediation.
C) arbitration.
D) negotiation.

Question 15

Once customers make a decision to terminate the relationship, they do not communicate their intent to the company.

Question 16

Conflict is never a good thing.

Question 17

The problem-solving process involves two steps: identifying the problem and retraining the person(s) who caused the problem.

Question 18

To be successful in their role, CSRs must be comfortable with the complaint-handling process their company expects them to use.

Question 19

CSRs who become defensive when dealing with customer complaints typically experience positive results.

Question 20

It is bad policy to include a financial or gift incentive in a win-back plan.

Question 21

When one party attempts to win at the expense of the other, it is called a

A) win-lose strategy.
B) lose-lose strategy.
C) win-win strategy.
D) win-back strategy.

Question 22

When you attempt to problem solve together with the customer to find a mutually satisfying solution, it is called

A) collaborating.
B) compromising.
C) arbitration.
D) accommodating.

Question 23

Components of a win-win negotiation that CSRs should use are to

A) focus on interests, not positions.
B) separate the people from the problem.
C) insist that the best solution be based on some mutually acceptable and objective standard.
D) all of the above.

Question 24

The ability to solve problems, resolve differences, and capture opportunities involves

A) passive listening.
B) public speaking skills.
C) active listening.
D) goal-setting.

Question 25

An interpersonal process requiring a give and take between the participants is called

A) competing.
B) accommodating.
C) compromising.
D) negotiation.