Call Center Skills Assessment

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A customer calls, very upset because their new product arrived damaged. They are speaking loudly and interrupting the agent. What is the agent's BEST first step in this situation?

Tell the customer to calm down so you can understand the problem. Acknowledge the customer's frustration using empathetic language and allow them to explain the issue fully. Immediately place the customer on hold to find a supervisor. Ask for their order number to begin the return process right away.

Correct Answer:

Acknowledge the customer's frustration using empathetic language and allow them to explain the issue fully.

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