Question

Select the 4 essential steps all Customer Service Representatives should use when a customer calls with a complaint.

A) Acknowledge, Investigate, Resolve, Follow-up
B) Deny, Ignore, Delay, Deflect
C) Apologize, Blame, Ignore, Conclude
D) Accept, Escalate, Dismiss, Forget

Answer 1

Customer service representatives should use the essential steps of acknowledging, investigating, resolving, and following up when a customer calls with a complaint.The correct option is:

A) Acknowledge, Investigate, Resolve, Follow-up

Step-by-step explanation:

1. Acknowledge: When a customer calls with a complaint, it's important for a customer service representative to acknowledge their concern. This can be done by actively listening to the customer's complaint and acknowledging their emotions or frustrations.
2. Investigate: After acknowledging the complaint, the customer service representative should investigate the issue. This may involve gathering more information from the customer, reviewing records or company policies, and identifying the root cause of the problem.
3. Follow-up: Finally, it's important for the customer service representative to follow up with the customer to ensure their satisfaction. This may involve checking if the issue has been fully resolved, addressing any further concerns or providing additional assistance.The correct option is:
4. A) Acknowledge, Investigate, Resolve, Follow-up