Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have:
A) Not resolved the issue until they had the whole story.
B) Been more empathetic to Mathew's situation.
C) Asked Mathew more questions.
D) Capitulated to Mathew's demands at the start of the conversation.
E) Done none of the above.

Question

Quizplus · Accepted Answer

The customer service agent should have shown empathy towards Mathew's situation to make him feel heard and understood. This can help reduce the customer's frustration and make them more open to finding a solution.

Mathew Has Called the Customer Service Department of One of His