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Dealing with Difficult Customers in Customer Service

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Dealing with Difficult Customers in Customer Service

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Questions and Answers

What should you do before passing a customer complaint to a new agent?

Brief the new agent about everything that has happened so far (correct)
Ask the customer to repeat the entire complaint to the new agent
Tell the new agent nothing and let them handle it independently
Immediately pass the complaint without any briefing

What is important to successfully manage difficult customers?

Passing the customer to a more experienced agent immediately
Pretending to agree with everything the customer says
Anger management, stress management, and negotiation (correct)
Ignoring the customer's complaints

Why is it important to establish equality with customers, according to the text?

To assert dominance over the customer
To prove that you are better than the customer
To show that you are qualified to solve the problem (correct)
To make the customer feel inferior

What does the text suggest about dealing with difficult customers?

Face difficult customers head-on unless absolutely necessary (C) Signup and view all the answers

What is highlighted as a valuable source of learning in the text?

Frustrated customers (D) Signup and view all the answers

Mengapa penting untuk membiasakan diri dalam keterampilan manajemen kemarahan, manajemen stres, dan negosiasi?

Agar dapat meredakan konflik dengan pelanggan yang sulit. (B) Signup and view all the answers

Apa yang sebaiknya dilakukan ketika berhadapan dengan pelanggan yang sulit menurut teks?

Menangani masalah pelanggan secara langsung. (A) Signup and view all the answers

Mengapa penting bagi agen pendukung untuk memahami bahwa pelanggan yang frustasi adalah sumber pembelajaran terbaik?

Pelanggan frustasi memberikan umpan balik yang berharga. (A) Signup and view all the answers

Apa yang harus dilakukan sebelum melepas tanggung jawab menangani keluhan pelanggan kepada agen baru?

Memberikan laporan rinci kepada agen baru tentang apa yang sudah terjadi. (D) Signup and view all the answers

Mengapa penting untuk menetapkan kesetaraan dengan pelanggan menurut teks?

Untuk mendapatkan kepercayaan lebih dari pelanggan. (B) Signup and view all the answers