APA Exam CPP-Remote Topic 9 Question 63 Discussion

Actual exam question for APA's CPP-Remote exam

Question #: 63
Topic #: 9

[All CPP-Remote Questions]

In a customer service situation, Payroll should:

Aassure the caller everything is okay, even when it is not

Bget in the last word

Cavoid addressing stressful issues

Dremain assertive and stay focused

Show Suggested Answer

Suggested Answer: A

by Refugia at Jan 15, 2025, 05:50 AM

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Benedict

8 days ago

D) Remain assertive and stay focused? So, basically, be a customer service superhero. No pressure, Payroll!

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Fletcher

12 days ago

C) Avoid addressing stressful issues? Yeah, right. Payroll might as well just hang up the phone if they're not gonna tackle the problem head-on.

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Sommer

16 days ago

B) Get in the last word? Wow, talk about a power move. Although, I'd rather not poke the bear in a customer service situation.

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Wei

17 days ago

I believe avoiding stressful issues can lead to bigger problems later on.

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Rolande

20 days ago

A) Assure the caller everything is okay, even when it's not? Uh, that's called lying. Not exactly the best customer service strategy.

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Raul

21 days ago

I agree with Jutta, addressing stressful issues is important for customer service.

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Barney

24 days ago

D) Remain assertive and stay focused? Sounds like the responsible choice to me. Payroll needs to keep their cool, even when the customer is losing theirs.

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Jutta

26 days ago

I think Payroll should remain assertive and stay focused.

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