- Processing customer complaints includes (5)
Listening Logging information CSR being rude Empathize
Apologize No follow up Solicit feedback
- Circle the key elements of using a script(4)
Empathy Annoying guest Acknowledgement Reassurance
Robotic Action
- Problem solving process includes: (5)
Identifying the problem Being rude to customer Develop multiple solutions
Analyze the problem Say no to customer Identify decision criteria
Not listening to customer Choose optimal solution
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