Strategies for Dealing with Failed Communications in Call Centers


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What is required when handling a challenging call center call?

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1. When a customer does not seem to understand the resolution to an issue, the agent should make sure to avoid _____ because sometimes customers are unfamiliar with the technical terms of the field.

2. It finally happened: A customer asked you a question that you could not answer. What do you do?

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About This Quiz & Worksheet

There are some useful strategies for dealing with failed communications in call centers. You can test yourself on these strategies with questions on topics like a trait that's necessary for handling a difficult call and another term for technical words that customers might not be familiar with when trying to resolve a call.

Quiz & Worksheet Goals

You'll be answering questions on the following:

  • Best way to respond to a customer's question when you don't have the answer
  • Most appropriate response when a customer doesn't agree to provide you with additional information
  • Technique for handling a customer who is not happy with the available resolution

Skills Practiced

  • Making connections - use your understanding of a customer who isn't agreeable to providing more information about their issue and how it's connected to the response from a call center employee
  • Knowledge application - use your knowledge to answer questions about technical terms customers might not understand when explaining your resolution to them and the best way of handling a customer who is unhappy with the resolution you've offered to them
  • Information recall - access the knowledge you've gained regarding a trait that is extremely helpful when handling difficult communications in call centers

Additional Learning

For more on call center issues, you can review the accompanying lesson named Strategies for Dealing with Failed Communications in Call Centers. These topics will be considered:

  • Importance of preparing for difficult calls
  • Example of redirecting the call from a customer to reach a resolution
  • Store credits/discounts