Choose the best and worst answer for the following questions. Suppose your super
ID: 395192 • Letter: C
Question
Choose the best and worst answer for the following questions.
Suppose your supervisor returns from vacation and notices that the work area looks terrible. You also had the last two days off. He's angry and criticizes you for being careless and sloppy. This wasn't your fault. What would you do?
Tell him it wasn't your fault and not to criticize you unjustly.
B. Let the coworkers responsible know that you had to take the heat.
C. Suggest he talk directly to the people who left the place a mess.
D. Straighten up the department and try to reason with him later.
E. Take it up with your supervisor's boss.
A customer calls in and is upset that an issue on her order has not been fixed. She complained about it a month ago. What would you do?
Apologize to the customer and inform her that you will find out who was responsible for fixing the issue.
Seek out manager to see what action you should take
Apologize right away and tell her that you will personally look into It right away.
Offer the customer a discount on the order.
Tell the customer that someone will call her soon as the issue is fixed/
You are a new employee. You overhear a more experienced employee being extremely rude with a customer. What would you do?
Ignore the coworker, it’s not your business
Tell the customer that was inappropriate
Offer to handle the customer yourself
Suggest to the coworker another way the situation could have been handled
Talk confidentially to your supervisor
You have come up with a new idea to improve services, but it requires the support of several employees in different areas. One of the employees is likely to be against the idea. What would you do to convince her?
Explain the logic behind the idea and why is a good one
Sell your idea to the manager and have the manager convince your coworker
Tell the employee you need help on something and explain how she can help you implement the idea
Convince the other employees and use their influence on the reluctant employee
Find some way to help the employees and then offer to trade support
A customer says the last call center representative she worked with provided poor services. She gives details about the poor services (such as not calling her back, when she left a message), and she tells you the call center representative name. How would you respond?
Tell the employees manager what the customer said
Tell the employee what customer said
Tell the customer that you can handle her business from now on
Tell the customer that you can report her comments to the employee’s manager if she wishes
Ignore what the customer said and complete the transaction
A customer tells you she asked a coworker of yours for help with something. She says the coworker told her he didn’t know anything about it and just rudely ended the call. What would you do?
Suggest talk to the manager personally
Ask her what she would like you to do
Ask her if she remembered the name of the employee and approach that person yourself
Apologize and tell her you will glad to help her whenever you can
Apologize and tell her you will tell the manager
A new employee, doing the same job as you, keeps asking you questions about how to do the job. You just explained all of this to him the day before. Hes slowing you down. What would you do?
Tell him he is interfering with your job
Ask him if he would possibly be better suited for another department
Tell your manager about the problem
Show him how he can find the information on his own
Suggest he ask the manager for more training
You are on the phone with a customer. Suppose that all systems have just shut down. You are unable to review any accounts in the computer and are unable to process any customer request. What would you do>
Inform the customers calling in that your systems are down, and they will have to call back
Redirect all customer calls to a separate department
Stop answering the phone until you can help the customers
Apologize to all customers calling in and give them an estimated time that systems will be back up
Take down the customers information by hand and call them when the systems are back up
A customer calls in to cancel her account, claiming she has received a lower price from a competitor. What would you do?
Offer a customer similar rate as the competitor and allow the customer to keep her current plant.
Seek out a manger to see what action should take
Try to sell the customers a cheaper plan, which would lower her monthly bill
Attempt to persuade the customer to stay with organization by explaining all the benefits she has as a customer
Inform the customer that the competitor does not have as great customer services as your organization and that many other customers have switched back to your organization
Explanation / Answer
1.
Best Answer: Straighten up the department and try to reason with him later
Worst Answer: Take it up with your supervisor's boss
As a responsible employee, you should first correct those things which are not right as it is beneficial to the organization then try to tell your boss that you have done the things right as he/she said. Later you can tell him/her personally about the issue.
2.Best:
Apologize right away and tell her that you will personally look into It right away.
Worst:
Tell the customer that someone will call her soon as the issue is fixed
As a good customer service representative, you should first try to look into the matter by yourself and try to solve the problem rather taking the things to some other level.
3: Best:
Suggest to the coworker another way the situation could have been handled
Worst:
Tell the customer that was inappropriate
You should not argue with a customer and also it's not good to correct your coworker rather you should suggest some ideas to improve the customer service and handle the customer
4: Best:
Tell the employee you need help on something and explain how she can help you implement the idea
Worst:
Find some way to help the employees and then offer to trade support
Always it is better to involve the employees and try to convince them in a good manner so that it will be helpful for both.
5:
Best:
Tell the customer that you can handle her business from now on
Worst:
Tell the customer that you can report her comments to the employee’s manager if she wishes
Customer service demands a quick response to the matter and it is always better to try to do it yourself rather keeping on waiting for a customer. Also you should not talk about your coworker for your customer to the manager.
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