HDI Customer Service Representative (CSR) Practice Test

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A customer with an important presentation to give in one hour is upset because a document will not print. What should you do to get the customer to refocus on the incident?

Interrupt the customer and provide a solution

Allow the customer to vent

Allowing the customer to vent is a constructive approach in this situation. When a customer is upset, especially when they have an important deadline, their emotions can cloud their ability to think clearly and focus on resolving the issue at hand. By allowing them to express their frustration, you acknowledge their feelings, which can provide them with a sense of relief and validation.

This strategy helps to establish rapport and a connection, demonstrating that you understand their stress and the importance of the situation. Once they have had the opportunity to express their concerns, they are likely to feel more at ease and open to discussing potential solutions to the problem with the document not printing. This approach enhances customer satisfaction and can lead to a more productive conversation about resolving their issue more effectively.

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Change the subject to lighten the mood

Ask the customer to calm down first

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