Unformatted text preview: on ±he beginning of ±he call. He should no± have questoned her abou± “Are you sure you need service?” 3. Wha± could ±he cus±omer have done diFeren± ±o make ±he experience more positve? She could have remained calm when Rober±o was asking so many questons ins±ead of ge´ng a li³le frus±ra±ed. She could have s±ar±ed ou± by saying she called and spoke ±o Sasha a few days ago....
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- Fall '15
- Customer Service Representative, Chapter 6-Customer Service