you are a customer - service representative for the abc bank call center. an angry customer has called three…

you are a customer - service representative for the abc bank call center. an angry customer has called three times this week to complain about receiving a past - due notice for her monthly car loan payment. she claims that the bank has made an error because she makes her car payment each month before the due date. select three ways to respond appropriately to the customer (choose 3) \na you seem really upset right now. would you like to call back later?\nb i am sorry that you have had to call three times about the same problem\nc i understand you are frustrated that the problem has not yet been resolved\nd i am certain that our car loan software is the reason for the error\ne please tell me your loan account number, so that i can investigate the status of the issue

you are a customer - service representative for the abc bank call center. an angry customer has called three times this week to complain about receiving a past - due notice for her monthly car loan payment. she claims that the bank has made an error because she makes her car payment each month before the due date. select three ways to respond appropriately to the customer (choose 3) \na you seem really upset right now. would you like to call back later?\nb i am sorry that you have had to call three times about the same problem\nc i understand you are frustrated that the problem has not yet been resolved\nd i am certain that our car loan software is the reason for the error\ne please tell me your loan account number, so that i can investigate the status of the issue

Answer

Brief Explanations:

  • Option B shows empathy for the customer having to call multiple - times.
  • Option C acknowledges the customer's frustration.
  • Option E is a proactive step to investigate the issue. Option A may seem dismissive, and Option D makes an unsubstantiated claim about the software being the cause.

Answer:

B. I am sorry that you have had to call three times about the same problem C. I understand you are frustrated that the problem has not yet been resolved E. Please tell me your loan account number, so that I can investigate the status of the issue