A Practical Guide to a Better Customer Service Process

1. First Contact CSR receives an email from an irate customer. What action does he take?

1.1. A. Reads the email but decided to leave the email for later when he has the energy to deal with it

1.1.1. Incorrect Feedback

1.1.1.1. Try again

1.2. B. Sends a response immediately

1.2.1. Correct Feedback

1.2.1.1. Introducing the Scenario

1.2.1.1.1. Contacting the customer: CSR phones Ann User must choose which action he takes:

1.3. C. Ignore the email till the next day hoping the client would have cooled off by then.

1.3.1. Incorrect Feedback

1.3.1.1. Try again