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A. Escalate to a manager to reassign the call

B. Determine priority/severity and collect/document the appropriate information

C. Set a call back time and tell the customer you will review the call with an expert

D. Inform the customer of the product limitations you are aware of, but assure them they will receive support

A. More customer contacts can be made over the phone than in person

B. It is more costly to retain A customer than acquire a new one

C. Customers from opinions about organizations based on contact with a small portion of that organization

D. More customers are lost to poor service than poor product

A. Rapport among organization members is established

B. Management involvement is separate from individual involvement

C. Recognition of individual department efforts is not required

D. Diversity of skill sets is minimized

A. Presents a plan of how to get the solution

B. Viewed as a problem solver

C. Steps to the customers side for understanding

D. Focuses on the best solution

A. Integration server

B. NT domain server

C. IVR

D. ACD

A. Conformity

B. Participation

C. Courtesy

D. Independence

A. Shared information between departments within your organization

B. Support of other departments even when they make a mistake

C. Shared management responsibilities

D. Treatment of others in your organization as if they were your customer