You advised the customer that we will need a receipt or proof of purchase. The customer wants to know the reason why you need that.
-This is a required document to validate the warranty. -Is for us to check the available options for your device.
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15
You informed the customer that after completing the troubleshooting process, service is needed. The customer says "what do you mean with that?"
-A technician needs to take care of your unit. -We need to check the warranty options of your unit.
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Okay!
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15
Why is paraphrasing important in customer service?
-Paraphrasing assures customers that they are being listened to and understood. -It ensures that the representative is able to understand the customer's request
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15
What is paraphrasing?
-Paraphrasing is expressing the meaning of something, written or spoken, using different words, especially to achieve greater clarity.
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15
You asked the customer if the device is up to date but the customer asked you "why is this needed?" How would you explain this?
-This is something that may fix the problem that you are having. -To avoid any possible problem on your device..
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baam
Lose 25 points!
Oops!
shark
Other team loses 20 points!
Okay!
shark
Other team loses 25 points!
Okay!
banana
Go to last place!
Oops!
lifesaver
Give 5 points!
Oops!
star
Double points!
Okay!
rocket
Go to first place!
Okay!
thief
Give points!
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15
You asked for the deviceยดs model number and the customer says, โI have no idea what a device model number isโ. How would you explain this to the customer?
-Is the number that identifies your unit. -Itยดs a code that has (letters and numbers), it may start with...