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Customer Service Harmonies

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Questions and Answers

Dealing with an upset customer is the most difficult aspect of customer service.

True (A)

Customers are usually upset with the customer service representative personally.

False (B)

It is important to interrupt and contradict the customer when they are venting their frustrations.

False (B)

The goal when dealing with an upset customer is to escalate the situation.

False (B) Signup and view all the answers

Diffusing the customer's frustration should be done before trying to resolve the problem.

True (A) Signup and view all the answers

Match the following steps in dealing with an upset customer with their correct order:

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 Signup and view all the answers

Match the following statements with their correct descriptions in the context of dealing with an upset customer:

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 Signup and view all the answers

Match the following phrases with their correct meanings in the context of dealing with an upset customer:

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 Signup and view all the answers

Match the following actions with their correct descriptions in the context of dealing with an upset customer:

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 Signup and view all the answers

Match the following customer service phrases with their correct meanings:

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 Signup and view all the answers