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Assignment 2nd Round - Classplus

The assistant would handle an angry user due to an unresolved issue taking longer than promised in three steps: 1. Apologize to the user for missing the promised resolution time without being dismissive. 2. Explain transparently why there was a delay in resolving the issue without getting into specifics. 3. Assure the user that their concern is a priority and any solution provided will be permanent and not disappointing, while gaining their understanding that thorough solutions can take more time.

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NISHANT SINGH
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80 views1 page

Assignment 2nd Round - Classplus

The assistant would handle an angry user due to an unresolved issue taking longer than promised in three steps: 1. Apologize to the user for missing the promised resolution time without being dismissive. 2. Explain transparently why there was a delay in resolving the issue without getting into specifics. 3. Assure the user that their concern is a priority and any solution provided will be permanent and not disappointing, while gaining their understanding that thorough solutions can take more time.

Uploaded by

NISHANT SINGH
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Q.

 Consider a scenario where the user was not provided what was promised by the
Sales Team. How would you handle this situation? 

Ans. First of all active listening is the main thing which I will implement while listening any
customer and will apologize for the problem they are having.

The next thing I will do is I will take full responsibility as being a part of organization and will
listen their full concern but on the same line I will protect my brand from negative mentions.
After that I will start building a trust with customer that I can understand clearly that what
his/her issue is. And I will let the customer talk until he doesn't have anything else to say and
then and I will start talking and will provide the best possible solution to the customer and lastly
will ask if any more concerns where I can assist, here is the chance where I can change an
unhappy customer into a valuable resource.

Q.  If a user's payment has been deducted multiple times, how would you pacify a
user to wait for 7-8 days as it would take some time for the bank to process a
refund?

Ans. First I will assure to user that his amount is safe and will refund in just 7-8 days. If
customer will not agree with same, I will ask user for their transaction Id to register a complain
so that it will create some trust and I will say that your refund request has been assigned to our
team and has been sent to bank, and upon the completion of your refund request, someone
from our team will message you to confirm your refund. Thanks for giving us a shot, and please
let us know if there is any way we can serve you as a customer in the future.

Q. You promised to resolve a user's concern in 5 working days, but it took you more
than 7 days to resolve the issue which made the user angry. How would you handle
the situation?

Ans. I will apologize to the user and will be clear and to the point without appearing dismissive
of their demeanor. I will explain transparently why there's a wait or delay without getting into
specifics. Will make sure user that we care about them and their concerns is our priority. I will
convince user that for a permanent solution of anything it takes some time and will assure them
that whenever we will provide you a solution it will not going to disappoint you for sure.

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