Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:
A)not have resolved the issue until he or she had the whole story.
B)have been more empathetic to Mathew's situation.
C)have asked Mathew more questions.
D)have agreed to Mathew's demands at the start of the conversation.
E)have asked Mathew to speak to his supervisor.

Question

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​
A)​not have resolved the issue until he or she had the whole story.
B)have been more empathetic to Mathew's situation.​
C)have asked Mathew more questions.
D)have agreed to Mathew's demands at the start of the conversation.​
E)have asked Mathew to speak to his supervisor.​

Quizplus · Accepted Answer

Despite agreeing to resolve the issue, the customer service agent acted indifferently towards Mathew's problem. This behavior is likely to leave a negative impression on the customer, who is already dissatisfied. Therefore, the customer service agent should have been more empathetic to Mathew's situation to ensure the customer feels valued and their problem is taken seriously.

Mathew Has Called the Customer Service Department of One of His