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You will watch a discussion among three people who work in the customer service department of a retail company. They are meeting to discuss recent customer feedback and potential improvements.
Question 1 of 8
What is the main issue the speakers are addressing?
Poor customer satisfaction ratings
Increased response time to inquiries
High employee turnover rate
Inadequate service hours
Question 2 of 8
What percentage of customer inquiries are NOT about shipping, returns, or product specifications?
10%
20%
30%
40%
Question 3 of 8
Why does one speaker oppose implementing a chatbot?
It's too expensive to develop
It's technically complicated
It was unsuccessful elsewhere
It requires additional training
Question 4 of 8
What immediate solution does the group agree to implement?
Hiring new staff members
Creating video tutorials
Extending service hours
Prioritizing urgent inquiries
Question 5 of 8
What is suggested about the competitor's experience?
They successfully reduced response times
They lost customers due to automation
They improved their FAQ section
They increased their staff numbers
Question 6 of 8
What does the group decide about service hours?
To extend them immediately
To reduce them temporarily
To address them later
To keep them unchanged
Question 7 of 8
What action has already been taken to address the problems?
New staff have been hired
A request has been sent to HR
Service hours have been extended
Guidelines have been implemented
Question 8 of 8
What concern is raised about the new prioritization system?
It might be too complex to implement
It could increase response times
Customers might feel neglected
Staff might resist the change