Question: A customer has asked a difficult question regarding fees that will require a lengthy calculation to answer correctly. Knowing it will take you four or

A customer has asked a difficult question regarding fees that will require a lengthy calculation to answer correctly. Knowing it will take you four or five minutes to calculate. Select the answer that provides the best customer experience

Place the customer on a brief hold being sure to check in with them every

2

minutes.

Refer the customer to our FAQ section that explains how the customer can calculate this information themselves

Explain to the customer the time it will take to complete the calculation and talk them through your work to keep them engaged.

A customer has asked a difficult question regarding fees that will

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