When using a headset you should NOT:

True or false? An escalated call is an opportunity to gain a loyal customer.

If you receive permission to transfer a call:

If you want a problem solved that day, when you call you should:

A customer calls in after owning a product for 100 days. Company policy states that you are allowed to offer complimentary technical support during the first 90 days product ownership, but the customer can either purchase an extended warranty which gives them unlimited technical support for 2 years or you can offer them a per incident agreement. Both cost money. What do you do for this customer?

When picking up a call after a long wait you should:

When working in a call center it is important to remember:

Why is the ability to solve problems so important in a call center?

It is generally acceptable to start logging off your systems 1 minute prior to the end of your shift.

Which is the best way to avoid bouncing customers around?

NLP (Neuro-Linguistic Programming) can be used effectively in customer interactions