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Inbound Sales Representative Virtual Job Tryout®
A customer has been transferred to you with a unique problem that requires you to transfer her to a specialist. She becomes frustrated when you try to transfer her again.
What would you be most and least likely to do?
MOST
PICK ONE OF EACH
LEAST
Apologize to the customer for having to transfer her. Promise that this will be the last time.
Apologize and explain it's unusual to transfer a customer multiple times, but you want her to talk to a specialist who can best serve her.
Tell the customer that you appreciate her patience. State that you are confident her question will be answered by a specialist.
Tell the customer that you understand her frustration. Offer to conference in the specialist so you can explain her issue together.
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All Answers 1

Answered by GPT-5 mini AI
MOST: Tell the customer that you understand her frustration. Offer to conference in the specialist so you can explain her issue together.

LEAST: Apologize to the customer for having to transfer her. Promise that this will be the last time.

Rationale: Conferencing shows empathy, takes ownership, and ensures a smooth handoff. Promising it will be the last time risks making an unkeepable guarantee and can increase frustration if it's not true.