Question #2

A customer calls because she's having problems with her internet service. You're having trouble understanding each other due to a language barrier. What should you do? Select all that apply.

Question # 4

You're a call center representative for an event ticket broker. Customer: "I tried to buy tickets for tonight's concert but I accidently bought tickets for the wrong date. I've read that refunds for cancelled orders aren't guaranteed. So I want to know if my reservation can be switched?". What should you do first?

Question # 5 (Photo Attached

What should you do? Select all that apply. Use simple, plain language Try asking questions that will have simple answers Speak more loudly Summarize the conversation Ask her if she can send an email to customer support Ask her to find someone who can help translate Place her on hold What should you do first? Check the availability for tonight's concert Explain that refunds might take up to a week to process Tell her you'll switch her tickets to tonight's concert free of charge Find and cancel the incorrect ticket order Tell her there are no refunds for this event according to company policy Question 5/13 An upset customer calls because he got an email saying the mailing address for an order he placed this morning is invalid. When you verify his address, you see that he made an error on the order form. What should you say? "I'll cancel the order, and you can place a new one with the correct address. Just make sure to double-check the address before purchasing." "Shipping labels are automatically generated from order information, which you completed. I'll have it sent to the correct address." "I'm sorry for the confusion. I'll have the package sent by priority mail at no extra charge." "I'm happy to help you with this, but it looks like you entered an invalid address into your account. Let me correct that for you." "It looks like there was a small typo when the order was placed. I'll change that on the account and notify our shipping department." OO