The problem-solving process involves two steps: identifying the problem and retraining the person(s) who caused the problem.
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Q12: The key to success in recovering unhappy
Q13: Calls to service reps that are completely
Q14: A legally binding process that begins when
Q15: Once customers make a decision to terminate
Q16: Conflict is never a good thing.
Q18: To be successful in their role, CSRs
Q19: CSRs who become defensive when dealing with
Q20: It is bad policy to include a
Q21: When one party attempts to win at
Q22: When you attempt to problem solve together
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