A customer is having trouble following your instructions. You should:

You should take notes when fielding a customer complaint.

True or false? Smiling into the phone can give your voice a more positive inflection.

Which of the following traits is NOT useful for customer service?

An important task should be to

When face to face with an angry customer, you should:

What is customer motivation?

A customer calls in and you need to transfer them to sales. What's the best way to do this:

A customer of an eCommerce clothing store with retail locations has called in about a rush order for a sweater they cannot find online. What is the best option to provide a positive customer experience:

After a recent flight, a customer tweets out that the handle on their suitcase was broken in the baggage handling process. What are two pro-active steps that can be done? (Check all that apply):

What are some of the key questions to have in mind when trying to identify a problem that might not be obvious when the customer calls in: