When you make a mistake as a customer service representative you should:

When a customer is talking a lot you should:

When transferring a customer to another agent, you _____ stay on the line until the new agent has picked up the phone.

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.

Identify the statement that reflects the use of positive language in interacting with the customer around product availability and shipping:

Recently, there has been a high call volume around the issue of setting up email addresses.Your manager is asking for input for better processes and a decrease call volume (Check all that apply):

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

What is customer motivation?

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