INSTRUCTIONS

Communicating Effectively

Ponltest

You're a Customer Suppert Representative for a glabal intarnet prowider, Your role is to answer tier one, non$-$technical questions from customers who call In$.$ If a question is too tachnical, you sre ta ascalate the call to a Technical Support Reoresentative. You have a very unhsppy customer an the phone and cannot tell what the undertying issue is$.$

Which is the EEST woy to handle the situation and which is the WORST why to handle the situation?

Actively listen and then ask follow up questions to help identify the specific problem.

Transfer the customer to Technical Support since you can't tell whet the probsem is$.$

Inform the custemer that the probiem must be on their and and you can't do anything to help.

Tell the cuatomer you're serry but yau'll have to cal them back.

Select one EEST answer and dne WORST answer beiow.

Which is the BEST way to handle the situation? Which is the WORST way to handle the situation

Dption $1$

Option $1$

Option $2$

Option $2$

Option $3$

Dption $3$

Option $4$

Option $4$