Answer:
All of the given actions will certainly and definitely lead towards customer satisfaction except "letting a call last as long as possible to avoid other calls".
Explanation:
As Roberta is a customer service representative at a car rental company, she needs to understand, be empathetic, cooperative, considerate, polite and friendly with her customers in all cases all the time.
All of the actions;
Answering customer call promptly (Ultimately resulting in happy and satisfied customers, because customers will have to bear less time to waiting in queues because she can answer and handle as many as call as she can in a less time, consequently, more calls resulting in more number of satisfied customers)
Addressing customers with their names (Here, customer feel that company remembers them and take care of them, it gives a feeling that company knows them personally, therefore, they will more easy and thus satisfied at the end.
Resolving customer complaints in record time (She was awarded with customer service award because she resolved customer complaints in a record time. She got the award because she took very less time in handling and solving customer complaints, therefore more satisfied customers)
Going on a vacation (it will surely lead towards customer satisfaction (It will certainly and definitely leads towards having work-life balance; she will have a break and time to relax. When she will come back from the vacations, she will altogether be with a more focused and fresh mind, consequently, handling customers more efficiently and effectively)
Except
Letting a call last as long as possible to avoid other calls (because customers have to bear more wait for their turn, staying more time in waiting, will undoubtedly, make them frustrated) might make them unsatisfied.
