Mastering Calming Techniques

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson
Download our mobile app to listen on the go
Get App

Questions and Answers

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?

<p>Verbal cushions are used to express empathy and understanding towards the customer's emotions. (B)</p> Signup and view all the answers

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

<p>It means to validate the customer's emotions and let them know that it is okay for them to feel that way. (A)</p> Signup and view all the answers

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

<p>Claiming to know exactly how the customer feels can lead to a breakdown in communication. (C)</p> Signup and view all the answers

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

<p>To acknowledge the customer's feelings (A)</p> Signup and view all the answers

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

<p>To avoid discounting the customer's feelings (B)</p> Signup and view all the answers

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

<p>To recognize and respect the customer's feelings (D)</p> Signup and view all the answers

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

<p>Take a break and calm down before addressing the problem (D)</p> Signup and view all the answers

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

<p>Excuse me, I need to check the policy on this (C)</p> Signup and view all the answers

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

<p>To demonstrate professionalism and maintain a positive customer experience (C)</p> Signup and view all the answers

Flashcards are hidden until you start studying

More Like This

Mastering Cold Calling
7 questions
Mastering Cold Calling
5 questions
Mastering the Art of Small Talk
10 questions
Mastering Small Talk Guide
10 questions

Mastering Small Talk Guide

FeasibleMeadow7499 avatar
FeasibleMeadow7499
Use Quizgecko on...
Browser
Browser