Imprimir Froggy Jumps: How Would you Respond, let's test your basic skills. (quiz test - hello and good bye

1. The customer calls and says "I am so frustrated with you guys". How would you respond?

A

I'm sorry to hear.

B

I can tell you are frustrated & my job is to make sure you are not. I really want to resolve this.

C

How may I assist you today.

2. A caller says to you" All you do is apologize, you don't care." How would you respond?

A

I care about this issue & I want to get it resolved, please let fix it as it would be my pleasure.

B

My apologies, how may I assist?

C

Ignore them and just ask how you may assist.

3. The caller says" You dont sound like you know what you are doing" How would you respond?

A

Im sorry, would you like to speak to a supervisor or someone else?

B

I want 2 ensure that ur issue is fixed & as such I can assure u that the info provided is correct

C

Say you are sorry and repeat what you said.

4. The caller says to you " That is not what the rep told me"

A

Apologize and provide the information again.

B

Pause and wait for the caller to move on.

C

I want 2 ensure that your issue is fixed& as such I can assure u that the info I provide is correct

5. The caller says to you" I did not get my fax" How would you respond?

A

Im sorry about that are you sure your fax machine is working?

B

allow them to vent then tell them you will resend.

C

I apologize for this miss. Ill resend and stay with you until it arrives or call u back to check in.

6. The caller says" Hello " and then goes silent. How would you respond?

A

Say Hello then go silent and await a response

B

Introduce yourself, wait for a few, if no response ghost script then disconnect.

C

Say nothing