Part I. True or False
Directions: Wi'te True if the statement is correct, write Foise if it is not
1. Providing answers to customers' questions may be the simplest form of col handling
2. Agents need to search for answers to callers' commonly asked questions on their using, using whatever
sources are available.
3. Tech companies often receive questions obout room types, food menu, and available reservation
schedules,
5. Common clarifications asked by the coller include: reasons their bil is higher than usual, specific
volunre/kilowatts consumed; breakdown of tees.
Part Il. Arranging Steps
Directions: Arrange the steps in handling customers' inquiries by writing 1 to 10 on the spaces provided.
1. Greet the customer,
2. Close the call.
3. Introduce yourself.
4. Ask the reason for the call.
5. Reassure the customer.
Ó, Acknowledge the customer's concern.
7. Ask for the customer's name and contact information,
8. Repeat the information given.
9. Extend help.
10. Solve the concern by answering the customer's inquiry.
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Answer:
part I.
1.TRUE
2.FALSE
3.TRUE
4.
5.TRUE
PART II
1. 1
2. 10
3. 2
4. 3
5. 4
6. 6
7. 5
8. 8
9. 9
10. 7