The first step in handling an upset caller is to:
A) remember that it's not about you.
B) understand why they are upset.
C) get them to tell you their needs.
D) get them to calm down.
Correct Answer:
Verified
Q6: Calling yourself Mr. or Ms. may give
Q7: Many people have never learned the basics
Q8: Callers should always:
A) be professional.
B) try to
Q9: An answer after two rings or less
Q10: Titles convey:
A) uniqueness.
B) credibility.
C) pompousness.
D) stuffiness.
Q12: Call center employees should compensate for the
Q13: The key to holding interest in a
Q14: To end a call:
A) say "thank you"
Q15: Customer dissatisfaction with a firm's phone call
Q16: The most frequently used features on even
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