You are given a long text to read to customers who sign up for a

medical service. This text makes your calls go on for longer

which can upset customers.

Please choose the most and least effective answers

Statement

Most

Least

Try to read through the text as quickly

as possible to keep the customer

engaged

Let the customer know that this text is

important and then read through it

carefully to ensure the customer

understands it

Summarize the most critical parts of the

text for the customer to provide the

relevant information quickly

Ask if the customer would prefer to

receive a written coppy of the text to

more carefully review the medical

service requirementsConcentrix Advisor Success Index

Progress $\frac{16}{21}$

A customer calls to complain about the results of using a$.$

product. As you ask the customer questions, you realize that she

has used the product incorrectly. The customer is extremely

upset at the situation and the product and is now yelling at you.

Please choose the most and least effective answers

Statement

Acknowledge the customer's

dissatisfaction, but let the customer

know that you can resolve her issue

and help her use the product the way

in which it was intended to be used

Tell the customer you understand her

frustration, but the product is not

intended to be used the way that she

has been using it$.$ Recommend another

product that will better suit her needs

Apologize to the customer and tell her

that you will do what you can to help

her move forward. Explain to her how

to properly use the product

Inform the customer that she did not

follow the directions correctly which

caused the issues she is experiencing