Resolving Conflict in Call Center Customer Service

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

All of these are reasons a conflict might occur in customer service EXCEPT which?

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1. This resolution style involves an individual who tends to ignore conflict, hoping it will go away.

2. This resolution style is a win for both the company and the customer.

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About This Quiz & Worksheet

Our quiz and worksheet contains multiple-choice questions about resolving conflict in call center customer service. When you answer these questions, you'll address subjects including the resolution style that involves ignoring conflict and hoping it will go away and the first step customer service representatives use to resolve conflict.

Quiz & Worksheet Goals

Use this quiz to see if you know:

  • The reasons why conflict might occur in customer service
  • Which resolution style includes ignoring conflict
  • The resolution style that is a benefit for both the company and the customer
  • The first step in resolving conflict as a customer service rep
  • What kind of method using a script is an example of

Skills Practiced

  • Knowledge application - use your knowledge to answer a question about the reasons conflict occur in customer service
  • Information recall - access the knowledge you've gained regarding the kind of conflict resolution method that involves using a script
  • Reading comprehension - ensure that you draw the most important information from the related lesson about resolving conflict in call center customer service

Additional Learning

If you'd like to study this material even further, we recommend checking out our professionally written lesson called Resolving Conflict in Call Center Customer Service. This lesson has been created specifically to help you:

  • Explain how different values might create conflict
  • Detail how perception can affect conflict
  • Identify the resolution style that is crucial to retaining happy customers
Final Exam
Call Center Customer Service - Improving Customer Satisfaction
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Chapter Exam
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