Customer Service Situations (Assessment)

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Customer Service Situations(Assessment)

Customer Service Situations Assessment 1 (315.94 KiB) Viewed 185 times

Question 1/15 A patient has arrived late to her physical therapy appointments several times, affecting the treatment of other patients. She explains that her bus has been late. What should the receptionist say? "It's very important that you arrive on time so the therapist can give you the attention you need." "The bus seems to be affecting your arrival. Do you have another way you can get here?" "I understand that can be frustrating. Would a later appointment time work with your schedule?" "Is there an earlier bus you can take? Otherwise, you'll need to pick a different appointment time."

Question 2/15 A customer tries to return sunglasses she bought earlier in the day because a lens popped out. She removed the tag, which is required for a refund. She's eligible for an exchange, but there are no more sunglasses in stock. What should the associate do? Suggest she look around the store for something else to exchange the sunglasses for Check to see if the sunglasses are available online to ship directly to her Apologize and suggest she inspect items more closely before buying Rectangular Snip Tell the customer she'll need to return to the store with the tag in order to receive a refund

Question 3 / 15 A customer approaches a store associate, annoyed that a popular toy she wants isn't on the shelf, despite the app on her phone showing it in stock. The inventory is only updated once per day on the app. What should the associate do? Apologize for the confusion and check when the next shipment of the toy is expected Give her the store's phone number and tell her it's best to call in the mornings to check inventory Encourage her to try buying the toy online since it's popular and difficult to keep in stock Rectangular Snip Tell her the app is only updated once per day and popular toys sell out quickly Explain that the app isn't always up to date and encourage her to call the store instead

Question 4 / 15 A customer at a restaurant sees that she was charged full price for her sandwich. She mistakenly thought it was discounted for the lunch special and complains to her server. What should the server do? Apologize and show her the lunch special prices on the menu Explain that though it's not part of the special, he'll check with his manager about adjusting her bill anyway Apologize and explain that the sandwich was not part of the special and she'll have to pay full price Call the manager to help resolve the issue Rectangular Snip Apologize for the confusion and tell the customer that he'll be sure to address it with management so that it doesn't happen again

Question 5 / 15 A customer arrives at a customer service desk without an appointment and says he's in a hurry. Though walk-ins are allowed, the agent is busy. What should the agent do? Ask the customer about his request to decide how to handle it Ask the customer to email his question since he doesn't have an appointment today Tell the customer she'll help him as soon as she's done helping those with appointments Explain that she's busy and it's best make an appointment for faster service Ask if he could come back later in the day when the desk is less busy