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Practice Speaking: Respond To A Situation ID: #47664 MPTE155
Instructions ›
Listen to and read a description of a situation. You will have 20 seconds to think about your answer. Then you will hear a beep. You will have 40 seconds to answer the question. Please answer as completely as you can.
As a customer service representative, you encounter an upset customer who has received a defective product and is insisting on a prompt refund. How would you express understanding for the customer's annoyance and address the problem to their contentment, all while maintaining adherence to the company's guidelines?

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