Customer Service Module Assignment-

Part A-

1. Explain the problem-solving model and the seven steps to determining and implementing a solution.

2. How can brainstorming provide the opportunity for creative problem solving?

3. Why is an understanding of your company's policies important when negotiating a solution to a challenge?

4. How important is follow-up to the solution of a problem?

Part B-

1. Explain responsibility check.

2. Why are some customers challenging to one individual and not to another?

3. List and explain five characteristics of challenging customers.

4. What are some methods of response to an angry customer who becomes verbally abusive?

5. Why is it important to end every customer interaction on a positive note?

6. What are some of the payoffs of coping with challenging customers?