CUSTOMER SERVICE CH 6 QUESTIONS WITH COMPLETE SOLUTIONS.

CUSTOMER SERVICE CH 6 QUESTIONS
WITH COMPLETE SLUTIONS.


first-call resolution - ANSWER: calls to service reps that are completely resolved on
BB BB BB BB BB BB BB BB BB BB BB BB



the first call are referred to as __________ _________ ________.
BB BB BB BB BB BB BB BB BB BB




arbitration - ANSWER: a legally binding process that begins when both parties sign
BB BB BB BB BB BB BB BB BB BB BB BB



an agreement permitting the arbitrator to conduct a fact-finding hearing and make a
BB BB BB BB BB BB BB BB BB BB BB BB BB



final decision is called ___________.
BB BB BB BB BB




active - ANSWER: the ability to solve problems, resolve differences, and capture
BB BB BB BB BB BB BB BB BB BB BB



opportunities involves __________ listening.
BB BB BB BB




negotiation - ANSWER: an interpersonal process requiring a give and take between
BB BB BB BB BB BB BB BB BB BB BB



the participants is called _____________.
BB BB BB BB BB




lose-lose - ANSWER: when one party attempts to win at the expense of the other, it
BB BB BB BB BB BB BB BB BB BB BB BB BB BB BB



is called a ______ _______ strategy.
BB BB BB BB BB BB




win-win - ANSWER: components of a ________ ________ negotiation that CSRs
BB BB BB BB BB BB BB BB BB BB



should use are to focus on interests, not positions, seperate the people from the
BB BB BB BB BB BB BB BB BB BB BB BB BB BB



problem, generate a variety of possibilities before deciding what to do, and insist
BB BB BB BB BB BB BB BB BB BB BB BB BB



that the best solution be based on some mutually acceptable and objective
BB BB BB BB BB BB BB BB BB BB BB BB



standard.
BB




compromising - ANSWER: when you attempt to problem solve together with the
BB BB BB BB BB BB BB BB BB BB BB



customer to find a mutually satisfying solution, it is called ___________.
BB BB BB BB BB BB BB BB BB BB BB




complaint-handling - ANSWER: to be successful in their role, CSRs must be BB BB BB BB BB BB BB BB BB BB BB



comfortable with the __________ _________ process their company expects them
BB BB BB BB BB BB BB BB BB BB



to use.
BB BB




ping-ponging - ANSWER: one thing that will frustrate a customer is ________
BB BB BB BB BB BB BB BB BB BB BB



__________, or being passed from one employee or department to another.
BB BB BB BB BB BB BB BB BB BB BB




script - ANSWER: in customer service, a predetermined dialouge that states how to
BB BB BB BB BB BB BB BB BB BB BB BB



respond to common problems is called a __________.
BB BB BB BB BB BB BB BB