Mastering Calming Techniques

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Which of the following is NOT discussed in the section on calming angry customers?

Listening habits

More words to watch

What upset customers want

Steps for dealing with an upset customer (correct)

What is one of the techniques discussed for calming angry customers over the phone?

Interrupting the customer to offer a solution

Using a calm and empathetic tone (correct)

Using aggressive language to assert dominance

Avoiding apologizing to the customer

What is one of the techniques discussed for calming angry customers via e-mail?

Offering a solution and expressing empathy (correct)

Responding immediately with a generic apology

Using capital letters to emphasize urgency

Avoiding addressing the customer's concerns directly

Which of the following statements accurately describes the purpose of verbal cushions?

Verbal cushions are used to express empathy and understanding towards the customer's emotions. Signup and view all the answers

What does it mean to acknowledge the customer's right to feel a certain way?

It means to validate the customer's emotions and let them know that it is okay for them to feel that way. Signup and view all the answers

Why is it important to avoid claiming that you know exactly how the customer feels?

Claiming to know exactly how the customer feels can lead to a breakdown in communication. Signup and view all the answers

Which of the following accurately describes the purpose of verbal cushions?

To acknowledge the customer's feelings Signup and view all the answers

Why is it important to avoid claiming that you know exactly how the customer feels?

To avoid discounting the customer's feelings Signup and view all the answers

What does it mean to acknowledge the customer's right to feel a certain way?

To recognize and respect the customer's feelings Signup and view all the answers

Which of the following is a recommended way to handle your emotions when dealing with an upset customer?

Take a break and calm down before addressing the problem Signup and view all the answers

What is a suitable excuse to politely excuse yourself when feeling emotional during a customer interaction?

Excuse me, I need to check the policy on this Signup and view all the answers

Why is it important to show interest in serving the customer when excusing yourself from an emotional situation?

To demonstrate professionalism and maintain a positive customer experience Signup and view all the answers

Mastering Calming Techniques

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Questions and Answers

Which of the following is NOT discussed in the section on calming angry customers?

What is one of the techniques discussed for calming angry customers over the phone?

What is one of the techniques discussed for calming angry customers via e-mail?

Which of the following statements accurately describes the purpose of verbal cushions?

What does it mean to acknowledge the customer's right to feel a certain way?

Why is it important to avoid claiming that you know exactly how the customer feels?

Which of the following accurately describes the purpose of verbal cushions?

Why is it important to avoid claiming that you know exactly how the customer feels?

What does it mean to acknowledge the customer's right to feel a certain way?

Which of the following is a recommended way to handle your emotions when dealing with an upset customer?

What is a suitable excuse to politely excuse yourself when feeling emotional during a customer interaction?

Why is it important to show interest in serving the customer when excusing yourself from an emotional situation?

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