INSTRUCTIONS

LANGUAGE

Communicating Effectively

Posttest

You're a Customer Support Representative for a global internet provider. Your role is to answer tier one, non$-$technical questions from customers who call in$.$ If a question is too technical, you are to escalate the call to a Technical Support Representative. You have a very unhappy customer on the phone and cannot tell what the underlying issue is$.$

Which is the BEST way to handle the situation and which is the WORST way 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 what the problem is$.$

Inform the customer that the problem must be on their end and you can't do anything to help.

Tell the customer you're sorry but you'll have to call them back.

Which is the BEST way to handle the situation?

Option $1$

Option $2$

Option $3$

Option $4$

Which is the WORST way to handle the situation?

Option $1$

Option $2$

Option $3$

Option $4$