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

Taking personal ownership assures the customer they won't be passed around and that someone is accountable.

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

HEARD (Hear, Empathize, Apologize, Resolve, Diagnose) is a framework for handling customer complaints with empathy and action.

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

Supervisors should be involved when the representative lacks the authority or knowledge to resolve the issue, or if the customer specifically requests it.

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

Making promises you cannot keep destroys trust and can turn a recoverable situation into a lost customer.

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

Apologizing sincerely and immediately offering a concrete corrective action shows accountability and urgency.

Customer Service Practice Test

Customer Service Practice Test

Customer Service Conflict Resolution 2