Strategies for Handling Common Caller Behavior


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question 1 of 3

Which strategy is best used for an emotional customer?

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1. Why are scripts important in handling difficult customer service calls.

2. Which is NOT a benefit of a script?

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About This Quiz & Worksheet

In this quiz/worksheet combo, you'll find a series of multiple-choice questions designed to help you assess your knowledge of strategies for handling common caller behavior. Just a few of the subjects covered on this quiz include the benefits of using scripts and why they're important to use when dealing with difficult customer service calls.

Quiz & Worksheet Goals

Our quiz is a handy way to see if you understand:

  • Which strategy is the best choice for an emotional caller
  • Why scripts are important when handling difficult calls
  • The benefits of using scripts
  • To which kinds of callers a customer service representative should paraphrase the issue
  • The kind of caller a customer service representative should acknowledge the expertise of

Skills Practiced

  • Interpreting information - verify that you can read information regarding the best strategy for an emotional caller and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about when a customer service representative should rephrase the issue
  • Information recall - access the knowledge you've gained regarding when a customer service representative should acknowledge the expertise of a caller

Additional Learning

If you'd like more information about this subject, take a look at our helpful lesson titled Strategies for Handling Common Caller Behavior. This professionally designed lesson will help you achieve these goals:

  • Explain how to eliminate confrontation with a know-it-all caller
  • Discuss how to re-direct a talkative customer
  • Give a strategy to help a confused caller understand the steps to take to solve his or her problem