1. You answer the phone and a customer immediately start yelling.

The problem the customer

is experiencing isn’t clear, even after they finish venting. What should you do next?
a. For clarification do your best to reiterate to the customer what you think their issue is.
b. Ask the customer what would be a great outcome for them on this issue.
c. Promise to solve the customer’s issue ASAP.
d. Escalate the issue to your supervisor

2. You answer the phone and a customer immediately start yelling. The problem the customer
is experiencing isn’t clear, even after they finish venting. What should you do next?
a. For clarification do your best to reiterate to the customer what you think their issue is.
b. Ask the customer what would be a great outcome for them on this issue.
c. Promise to solve the customer’s issue ASAP.
d. Escalate the issue to your supervisor

3. You answer the phone and a customer immediately start yelling. The problem the customer
is experiencing isn’t clear, even after they finish venting. What should you do next?
a. For clarification do your best to reiterate to the customer what you think their issue is.
b. Ask the customer what would be a great outcome for them on this issue.
c. Promise to solve the customer’s issue ASAP.
d. Escalate the issue to your supervisor

4. You answer the phone and a customer immediately start yelling. The problem the customer
is experiencing isn’t clear, even after they finish venting. What should you do next?
a. For clarification do your best to reiterate to the customer what you think their issue is.
b. Ask the customer what would be a great outcome for them on this issue.
c. Promise to solve the customer’s issue ASAP.
d. Escalate the issue to your supervisor

5. You answer the phone and a customer immediately start yelling. The problem the customer
is experiencing isn’t clear, even after they finish venting. What should you do next?
a. For clarification do your best to reiterate to the customer what you think their issue is.
b. Ask the customer what would be a great outcome for them on this issue.
c. Promise to solve the customer’s issue ASAP.
d. Escalate the issue to your supervisor