Question

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. Read the following possible courses of action and decide which is the BEST way to handle the
situation and which is the WORST way to handle the situation.
1. Actively listen and then ask follow up questions to help identify the specific problem.
2. Transfer the customer to Technical Support since you can't tell what the problem is.
3. Inform the customer that the problem must be on their end and you can't do anything to help.
4. 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
Subneit

Answer 1

BEST: Option 1

WORST: Option 3

Step-by-step explanation:

The best way to handle the situation is to actively listen and ask follow-up questions to help identify the specific problem. This shows the customer that you are interested in helping them and are making an effort to understand their issue. By asking questions, you may be able to gather enough information to assist the customer or escalate the call to a Technical Support Representative if necessary.

The worst way to handle the situation is to inform the customer that the problem must be on their end and you can't do anything to help. This response can be seen as dismissive and unhelpful, potentially making the customer even more upset. Additionally, it doesn't address the customer's concern or attempt to find a solution to the problem.