Customer Service Situations (CSS)

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A customer states, "This is the third time I've had to call about this billing error. I'm incredibly frustrated and feel like no one is listening." Which response best demonstrates empathy?

"I'm sorry you feel that way. Let me pull up your account information." "I can see how calling multiple times about the same error would be incredibly frustrating. I will personally take ownership of this to get it resolved for you." "I understand, but we have a high call volume. Let's see what the previous notes say." "Okay, I see you've called before. What is the account number so I can fix the bill?"

Correct Answer:

"I can see how calling multiple times about the same error would be incredibly frustrating. I will personally take ownership of this to get it resolved for you."

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