Customer Care Complaint Resolution and Conflict Management 1

Question 1

What is the first step in the standard complaint resolution process?

Accepted Answer

Listen fully and acknowledge the customer's complaint

Answer

Listening fully and acknowledging the complaint validates the customer and ensures you have complete information before attempting a resolution.

Question 2

Which conflict management style is most appropriate when a customer's demand clearly violates company policy?

Accepted Answer

Collaborating — find an alternative solution within policy boundaries

Answer

Collaborating seeks a mutually acceptable solution that respects both the customer's need and company boundaries.

Question 3

What does LAST stand for in the customer complaint framework?

Accepted Answer

Listen, Apologize, Solve, Thank

Answer

The LAST framework (Listen, Apologize, Solve, Thank) provides a structured approach for handling customer complaints effectively.

Question 4

When is it appropriate to escalate a customer complaint to a supervisor?

Accepted Answer

After you have attempted resolution and the customer remains unsatisfied or the issue is beyond your authority

Answer

Escalation is appropriate when an agent has genuinely attempted resolution but lacks the authority or resources to satisfy the customer's need.

Question 5

What is 'service recovery' in customer care?

Accepted Answer

The process of turning a negative customer experience into a positive one after a service failure

Answer

Service recovery refers to the actions taken to correct a service failure and restore customer trust and satisfaction.

Customer Care Practice Test