Problem-Solving QuizOnline version For LBN CSR training by Barbara Maroney 1 What is your first step when you get a "I want a Supervisor call"? a Immediately send the call. b Tell them you cannot send them to a Supervisor. c Say "No", and ask them what they want. d Listen to them vent, see if you can help, if not, send the call. 2 What can you quote that makes a customer unhappy? a The company policies. b The product manual. c Read a scripted answer. d Your Manager or Supervisor. 3 What will help your customer most? a Laughing at their question. b Listening and honestly empathizing. c Sending them a fresh user's manual. d Getting someone else to take the call. 4 How do you help identify the customers concerns? a What model is your product? b Do you have the serial/model number? c Is there any visible damage? d All of the above. 5 How many times does a customer ask for a Supervisor before you automatically send them? a 1 b 2 c 3 d Never 6 What skill do you bring to the CSR role? a Empathy b Actively listening c Product Knowledge d All of the above
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