Customer Service Practice Test

Which step involves explaining what you can and cannot do to assist a customer?

1. Identifying the customer's needs

2. Taking action

3. Discussing options

4. Explaining capabilities

The correct answer is: Explaining capabilities

The step that involves explaining what you can and cannot do to assist a customer is focused on providing clarity about the services or options available. This step is crucial as it sets realistic expectations for the customer regarding the assistance they can receive. By explicitly discussing capabilities, a customer service representative can ensure that the customer understands both the limitations and the potential solutions available to them. During this phase, the representative should communicate the boundaries of their role and the organization’s policies. This might include outlining specific services, products, or support mechanisms that can be provided while also acknowledging any areas where the company might not be able to assist due to regulations, availability, or policy restrictions. This approach not only helps in managing the customer's expectations but also fosters trust and transparency in the customer relationship. Clear communication in this step can lead to improved customer satisfaction, as customers feel heard and informed about their options.