Customer Service Conflict Resolution 3

Question 1

What is the 'broken record' technique in customer service conflict handling?

Accepted Answer

Repeating a refusal calmly and consistently without escalating

Answer

The broken record technique involves calmly repeating a boundary or policy statement to maintain a firm position without aggression.

Question 2

How should a customer service rep handle a complaint they personally disagree with?

Accepted Answer

Address the complaint professionally regardless of personal feelings

Answer

Professionalism requires setting aside personal opinions and focusing on resolving the customer's issue effectively.

Question 3

What does 'service recovery' mean?

Accepted Answer

Restoring a customer's confidence after a service failure

Answer

Service recovery refers to the steps taken to turn a negative customer experience into a positive one after a problem occurs.

Question 4

Which of the following is a sign that a customer interaction is escalating?

Accepted Answer

The customer's tone becomes louder and more urgent

Answer

Rising tone and urgency are key verbal signals that a customer's frustration is increasing and de-escalation is needed.

Question 5

What is the goal of 'follow-up' after resolving a complaint?

Accepted Answer

To confirm the resolution met expectations and rebuild trust

Answer

Following up shows the customer their satisfaction is a priority and can convert a frustrated customer into a loyal one.

Customer Service Practice Test