CSR (Customer Service Representative) Question:

How do you handle complaints from customers?

Answer:

In order to make customers understand the process, I take them into each part and interpret clearly these guidelines. I do not show any ideas on the result of the complaint. This is the strict book method and it is the unique truly exact response.

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How do you advise the customer if a customer is not sure what they need, and comes to you for advice about a product?	What would you do to handle negative comments from clients, most especially when they express anger, frustration or hostility?