Choose the best and worst answer for the followingquestions.

Suppose your supervisor returns from vacation and notices thatthe work area looks terrible. You also had the last two days off.He's angry and criticizes you for being careless and sloppy. Thiswasn't your fault. What would you do?

Tell him it wasn't your fault and not to criticize youunjustly.
B. Let the coworkers responsible know that you had to take theheat.
C. Suggest he talk directly to the people who left the place amess.
D. Straighten up the department and try to reason with himlater.
E. Take it up with your supervisor's boss.

A customer calls in and is upset that an issue on her order hasnot been fixed. She complained about it a month ago. What would youdo?

Apologize to the customer and inform her that you will find outwho was responsible for fixing the issue.

Seek out manager to see what action you should take

Apologize right away and tell her that you will personally lookinto It right away.

Offer the customer a discount on the order.

Tell the customer that someone will call her soon as the issueis fixed/

You are a new employee. You overhear a more experienced employeebeing extremely rude with a customer. What would you do?

Ignore the coworker, it’s not your business

Tell the customer that was inappropriate

Offer to handle the customer yourself

Suggest to the coworker another way the situation could havebeen handled

Talk confidentially to your supervisor

You have come up with a new idea to improve services, but itrequires the support of several employees in different areas. Oneof the employees is likely to be against the idea. What would youdo to convince her?

Explain the logic behind the idea and why is a good one

Sell your idea to the manager and have the manager convince yourcoworker

Tell the employee you need help on something and explain how shecan help you implement the idea

Convince the other employees and use their influence on thereluctant employee

Find some way to help the employees and then offer to tradesupport

A customer says the last call center representative she workedwith provided poor services. She gives details about the poorservices (such as not calling her back, when she left a message),and she tells you the call center representative name. How wouldyou respond?

Tell the employees manager what the customer said

Tell the employee what customer said

Tell the customer that you can handle her business from nowon

Tell the customer that you can report her comments to theemployee’s manager if she wishes

Ignore what the customer said and complete the transaction

A customer tells you she asked a coworker of yours for help withsomething. She says the coworker told her he didn’t know anythingabout it and just rudely ended the call. What would you do?

Suggest talk to the manager personally

Ask her what she would like you to do

Ask her if she remembered the name of the employee and approachthat person yourself

Apologize and tell her you will glad to help her whenever youcan

Apologize and tell her you will tell the manager

A new employee, doing the same job as you, keeps asking youquestions about how to do the job. You just explained all of thisto him the day before. Hes slowing you down. What would you do?

Tell him he is interfering with your job

Ask him if he would possibly be better suited for anotherdepartment

Tell your manager about the problem

Show him how he can find the information on his own

Suggest he ask the manager for more training

You are on the phone with a customer. Suppose that all systemshave just shut down. You are unable to review any accounts in thecomputer and are unable to process any customer request. What wouldyou do>

Inform the customers calling in that your systems are down, andthey will have to call back

Redirect all customer calls to a separate department

Stop answering the phone until you can help the customers

Apologize to all customers calling in and give them an estimatedtime that systems will be back up

Take down the customers information by hand and call them whenthe systems are back up

A customer calls in to cancel her account, claiming she hasreceived a lower price from a competitor. What would you do?

Offer a customer similar rate as the competitor and allow thecustomer to keep her current plant.

Seek out a manger to see what action should take

Try to sell the customers a cheaper plan, which would lower hermonthly bill

Attempt to persuade the customer to stay with organization byexplaining all the benefits she has as a customer

Inform the customer that the competitor does not have as greatcustomer services as your organization and that many othercustomers have switched back to your organization