Customer Service Conflict Resolution 2

Question 1

Which phrase best demonstrates ownership of a customer's problem?

Accepted Answer

I'll personally make sure this gets resolved.

Answer

That's not my department.

Answer

You'll need to speak with someone else.

Answer

Our system is down right now.

Question 2

What is the 'HEARD' model used for in conflict resolution?

Accepted Answer

A structured approach to empathizing with and resolving customer complaints

Answer

Evaluating call center metrics

Answer

Training new customer service reps

Answer

Creating support ticket categories

Question 3

When should a customer service rep involve a supervisor?

Accepted Answer

Only if the customer requests it or the rep cannot resolve the issue

Answer

On every call

Answer

After every complaint

Answer

Before offering any discount

Question 4

What is the risk of over-promising during a conflict resolution?

Accepted Answer

It can create further distrust if the promise cannot be kept

Answer

It always satisfies the customer

Answer

It reduces call handle time

Answer

It improves customer satisfaction scores

Question 5

A customer is upset because they received the wrong item. Which response best demonstrates conflict resolution?

Accepted Answer

I sincerely apologize. Let me arrange for the correct item to be sent today.

Answer

Our warehouse makes mistakes sometimes.

Answer

You should have double-checked your order.

Answer

Please submit a return request on our website.

Question 6

Which strategy helps prevent conflicts before they escalate?

Accepted Answer

Setting clear expectations and keeping customers informed

Answer

Offering discounts proactively

Answer

Limiting customer contact options

Answer

Routing all inquiries to self-service