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  • Train Yourself Carso - Care and Service Protocols PDF

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    The customer called in to complain about an additional charge on their internet bill. The advisor asked for the customer's contract number to look up the issue. However, the advisor determined they were not able to resolve the complaint themselves and would need to transfer the customer to the responsible department that could address the complaint.

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    The customer called in to complain about an additional charge on their internet bill. The advisor asked for the customer's contract number to look up the issue. However, the advisor determined they were not able to resolve the complaint themselves and would need to transfer the customer to the responsible department that could address the complaint.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    25 views1 page

    Train Yourself Carso - Care and Service Protocols PDF

    Uploaded by

    ScribdTranslations
    The customer called in to complain about an additional charge on their internet bill. The advisor asked for the customer's contract number to look up the issue. However, the advisor determined they were not able to resolve the complaint themselves and would need to transfer the customer to the responsible department that could address the complaint.

    Copyright:

    © All Rights Reserved
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    of 1

    CAPAC IT

    Results of the question

    Read the following


    conversation
    Drntnen
    । UlUGUi
    Advisor: Good morning, I am Armando Nava, customer service. With whom do I have the pleasure?
    Client: With Ruperto Juarez.
    Advisor: How can I help you today, Mr. Juarez?
    Level 1 Customer: Look, I wanted to issue a complaint about an additional charge you made on my internet
    bill.
    Advisor: Very well Mr. Juarez, may I have your contract number?
    Lesson 1 Customer: Yes, it is 22228888.
    7
    Lesson 2 Advisor: Allow me. Very well, we cannot solve this problem in this area.

    Lesson 3 In this case, what should the consultant


    do?
    User response
    Lesson 4
    Find the person responsible for the area that can resolve the complaint*Open answer
    Lesson 5 blank*.
    Result

    Right!

    Protocol for closing care


    Video 2

    Customer follow-up
    Video 3

    Performance evaluation
    8 NO
    Video 4

    Actions to improve attention


    and service
    Infographic 2

    Exami
    nation

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    at

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