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SVC-19A · Question #14
SVC-19A Question #14: Real Exam Question with Answer & Explanation
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Question
Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)
Options
- AIf necessary, describe how the specific behavior affects the conversation.
- BBe sure to point out specific examples of where the customer is wrong about the issue.
- CTry to find a way to say, "You are right" to endorse the customer.
- DRepeat whatever the customer says.
- ESpeak loudly and clearly to make sure the customer knows you are in charge.
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