True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.

True or false? Smiling while on the phone can positively affect the impression a service provider makes.

What should you do if a customer does not understand your point?

When a customer expresses a complaint what should you do?

CRM stands for:

You should never apologise to a customer. True or False

During a customer online chat, you discover that you've been 'trolled' and the customer is insulting both you and the company. What is the best way to deal with this person?

You are about to go on vacation for a week and have outstanding service tickets that need attention. How do you handle this?

Why is live chat an effective part of a customer service program?

What are some best practices around social media and customer service:

It's the end of your shift and you've found yourself on the other end of a telephone call with an irate customer who called in to fix an issue on their account. How do you handle the call?