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Customer Service MCQs

A customer speaks with a heavy accent that you are having a hard time understanding. Choose the best option available:

In a calm, kind voice, explain that you want to help the customer to the best of your ability, but that you're having a hard time understanding them. Apologize for the problem and ask if they might speak more slowly so you can be sure to get all the information you need.

Interrupt the customer and tell them that you have to find someone who can understand them.

Listen to the customer without interrupting and hope that you can put together what you need from the parts you can understand.

Put the customer on hold and call your supervisor to ask what you should do.

Answer

Correct Answer: In a calm, kind voice, explain that you want to help the customer to the best of your ability, but that you're having a hard time understanding them. Apologize for the problem and ask if they might speak more slowly so you can be sure to get all the information you need.

Explanation:

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