Roku KMT week 16

Setting context throughout a call or chat is to ensure the customer's experience will be effective. Agents need to understand the customer's concern and provide some color as to why the customer is having an issue.

Before you take any troubleshooting steps with the customer, you need to provide a theory: why or how this issue is happening, what needs to be done to resolve the issue?

Choose the answer best suited for the scenario.


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