Final answer:
Johan should explain the billing cycle thoroughly, anticipate common queries, and offer comprehensive, tailored answers. He should maintain a professional and friendly tone, and encourage customers to use the toll-free number for further assistance. so, option 2 is the correct answer.
Step-by-step explanation:
As Johan prepares his response to the customer's questions regarding the monthly billing cycle for mobile phones, it is crucial for him to maintain a professional and helpful demeanor. This can be demonstrated by ensuring clear communication, providing comprehensive answers, and maintaining a positive service tone.
Firstly, Johan could explain the details of the billing cycle, highlighting key dates such as when the cycle begins and ends, when the bill is typically issued, and the payment due date. If there are common queries related to the billing cycle, he should anticipate these questions and provide answers proactively. For example, customers often want to know what charges might appear on their bill if they exceed their allowance, how to check their usage, and if there are any ways to receive notifications to avoid going over their limit.
In closing, it would be advisable to encourage customers to call the toll-free number for additional clarification (Option 1) if they have more questions or need further assistance. Keeping the tone professional and friendly is essential, so using a dismissive tone (Option 2) would be highly inappropriate. Instead, ensuring responses are tailored and specific (as opposed to providing general answers to specific questions - Option 3) will improve customer satisfaction and trust in the company's customer service. Lastly, reminding customers of any tools or resources, such as a mobile app or online account portal, which can help them manage their plan and usage, can empower them and reduce future inquiries.