Question

Roberta is a customer service representative at a car rental company. Read the passage. Which actions might lead to increased customer satisfaction in the company?

Roberta answers all her calls promptly. She addresses her customers by name during the calls. She tries to let a call last as long as possible to avoid other calls. She received a customer service award last month after she resolved customer complaints in record time. She is going on vacation soon because she needs a break.

Answer 1

Answer: Select (answers her calls promptly), (addresses her customers by name), (resolved customer complains).

Explanation: Those 3 are the correct statements. The rest is the exact opposite of increased customer satisfaction.

Answer 2

Training

Step-by-step explanation:

Learning within a workgroup is the only way to improve performance. An outstanding representative as Roberta needs to transfer her skills to the rest of the team. One strategy to accomplish that is naming her as responsible for on-board training for the new teamates.

Another strategy is to use surveys after the calls to know what are the opinions of clients regarding services. It allows to identify improvement opportunities.