exam: customer service & sales (july 2024 release)\nquestion 28 of 75\na customer buys an oven. after the…

exam: customer service & sales (july 2024 release)\nquestion 28 of 75\na customer buys an oven. after the oven is installed, the customer calls the store and complains about a problem with the oven. the associate should first:\na. offer to have a new oven installed at no charge.\nb. apologize and ask for more information about the problem.\nc. transfer the call to a more senior associate.\nd. put the customer on hold and refer to the store return policy.

exam: customer service & sales (july 2024 release)\nquestion 28 of 75\na customer buys an oven. after the oven is installed, the customer calls the store and complains about a problem with the oven. the associate should first:\na. offer to have a new oven installed at no charge.\nb. apologize and ask for more information about the problem.\nc. transfer the call to a more senior associate.\nd. put the customer on hold and refer to the store return policy.

Answer

Brief Explanations:

In customer - service, the first step is to show empathy by apologizing and then gather details about the problem to address it effectively. Offering a new oven right away may be premature, transferring the call without first understanding the issue is not ideal, and putting the customer on hold to check the return policy is not the initial action.

Answer:

B. Apologize and ask for more information about the problem.