The customer you are speaking with needs help solving a relatively common problem with his computer printer. Early on in the conversation, you realize he is not at home and can't provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?

(Select all acceptable answers.)

Direct the customer to look for the answer on the company’s website when he is at home and has access to the printer.
Establish a time for you to call the customer back when he has the appropriate information.
Find a similar product and provide the customer with related answers.
Use your product knowledge to ask probing questions and see whether you can determine the information you need to answer his questions.
   

Tags
Issue Resolution Customer Service Public
Easy

2min

Score Distribution
# of candidates
0-33%
34-66%
67-100%
Score
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