When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.
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Q1: Customer complaints can be good for CSRs
Q3: A conflict involves a serious clash of
Q4: Listen, empathize, solicit feedback, and apologize are
Q5: Smart companies are most often reactive rather
Q6: In customer service, a predetermined dialogue that
Q7: The best complaint-handling systems are structured from
Q8: When problems are passed on to the
Q9: There is no distinction between the terms
Q10: When customers do not articulate their complaints,
Q11: Most customers enjoy "ping-ponging," or being passed
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