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:

 

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):

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:

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

What is customer motivation?

A customer has a question that you do not know the answer to. What step should you take?

An important task should be to

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

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

You should take notes when fielding a customer complaint.

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