Question 4

Great customer service requires ________________________

1)being fast, proactive, and humble.

2)asking questions and solving the problem.

3)exhibiting empathy, being mindful of your tone, acknowledging the person you're talking to, and developing trust with the user.

4)understanding the problem and making the right choices.

Question 5

Consider the following case study:

You receive a phone call from a remote user, saying they cannot connect to the company server. The user is in a rush and is frustrated. You take the call and start your interaction with the user. The user, having some computer knowledge, tells you what steps they perform to try to solve the problem. In order to find the root cause, you need to re-try some of the same steps the user performed. Which of the following is the best way to communicate with the user the steps you want to perform?

1)Telling the user you can not trust what they have done and need to start your own troubleshooting.

2)Saying, Sorry for inconveniencing you, I know that you already did some of these steps, but in order to find the root cause, I will need you to perform some of them again.

3)Acknowledging the steps the user did and go radio silence while you evaluate the problem.

4)Saying, Let us start working on your problem. Please do the following steps.