Effective Strategies for Handling Customer Disagreements
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Questions and Answers

Which organization regulates the optometry office mentioned in the text?

  • The CDC
  • The AMA
  • The FDA (correct)
  • The WHO

    • Why do patients need to schedule an eye exam before reordering contact lenses?

  • To increase revenue for the office
  • To ensure that their prescription is still accurate (correct)
  • To inconvenience the patients
  • To make the process more complicated

    • How does the employee in the text reduce escalations when customers disagree with policies?

  • By enforcing the policy without any explanation
  • By providing an explanation and showing empathy (correct)
  • By immediately escalating the issue to a manager
  • By ignoring the customer's concerns

    • Why does the FDA require patients to have an annual eye exam before refilling prescriptions?

    <p>To protect the health of patients' eyes</p> Signup and view all the answers

    What is the purpose of the employee offering empathy and an explanation in the text?

    <p>To create calm and establish trust with unhappy customers</p> Signup and view all the answers

    Based on the text, why might customers be more likely to accept the policy and trust the business?

    <p>Because the employee empathized with their frustration</p> Signup and view all the answers

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