Customer Service 2 - Customer Service: Problem Solving and Troubleshooting / Become a Customer Service Specialist / LinkedIn Learning Pathway

The first step for dealing with an invalid complaint is to always respond to it as though it was _____.

a valid complaint

Nick is a fairly new customer service representative. He receives a call from a customer who is quite irate. Which critical troubleshooting skill should Nick use?

let the customer vent regarding his issue

You need to deliver bad news to a customer that their complaint is invalid, but you want to do it in a positive way. Which technique would give you a better chance at winning the customer over?

Explain the situation to the customer in a new and positive perspective. This approach gives you more of a chance to win the customer over, by meeting them halfway with a positive solution for all.

You are mentoring a customer service representative who is trying to build his listening skills. What advice would you give the rep in order for him to provide great customer service?

Focus on what your customer is saying. Actively listening and focusing on the customer is the rep's number one priority.

Brielle is working with a very upset customer on a unique problem. She has listened to and acknowledged the customer's concerns. What should Brielle do next?

Give the customer a couple of choices. Brielle needs to be flexible, since not all situations are alike, and she should provide options for a solution to the problem.

Mike is one of the best customer service representatives for TechKnow, Inc. because he always this before diagnosing the situation.

He listens to the customer.

You are employed at a customer service organization for machine tools. What is the first question you need to ask yourself before addressing a customer complaint?

Is the customer's concern valid or invalid? This is the model that can be used to troubleshoot just about any customer challenge you may face.

Ben is responsible for turning around Peaks and Valley Inc.'s unhappy customers. He is using FedEx's process known as Hierarchy of Horrors. What is the correct order of steps for Ben to take?

List the company's mistakes, measure for 30 days, order the results, and then improve one area at a time. This is the correct process Ben should use to identify the mistakes and resolve each one, until the customers are happy.

If your customer has a valid complaint, what is the first logical step you would take?

Listen and then apologize. Listen to the customer then acknowledge you heard them by apologizing.

Brady is on the phone with a customer who has an erroneous purchase on her credit card statement. If Brady uses the verify and clarify technique in this situation, what is the first step he will take?

Listen to the customer. It is important for Brady to allow the customer to speak first, and he should simply listen to what the customer says.

What action should you take if one of your customers is rude and you are uncomfortable with the call?

Remove yourself from the situation.