Customer Service Harmonies

True

False

False

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>Allow the customer to vent = First step Remind yourself that the customer isn't upset with you = Second step Try not to interrupt or contradict the customer = Third step Resolve the problem = Last step</p> Signup and view all the answers

<p>Customers are usually upset with the situation, not the customer service representative = Correct statement Interrupting and contradicting the customer is helpful in calming them down = Incorrect statement Diffusing the customer's frustration is the first step in resolving the problem = Incorrect statement Escalating the situation is the goal when dealing with an upset customer = Incorrect statement</p> Signup and view all the answers

<p>Venting the customer's frustrations = Allowing the customer to express their anger or dissatisfaction Objectivity in angry customers = Something they often struggle with Escalation in confrontation = An unwanted result when dealing with an upset customer Calm the customer down = The ultimate goal in customer service</p> Signup and view all the answers

<p>Interruption or contradiction = Action to be avoided when the customer is venting Reminding yourself of the customer's target of anger = Action to help not take it personally Allowing the customer to vent = Action to be taken before trying to resolve the problem Calm the customer down = The ultimate goal in customer service</p> Signup and view all the answers

<p>It's handled = A phrase that may not be true in the customer's perspective I'm sick and tired of being told that it's handled = A phrase indicating frustration How can I help you this afternoon = A polite greeting to the customer Dealing with an upset customer may be the most difficult aspect of customer service = A statement acknowledging the challenge in customer service</p> Signup and view all the answers