Podcast
Questions and Answers
Which of the following is NOT discussed in the section on calming angry customers?
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?
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?
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?
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?
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?
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?
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?
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?
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?
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?
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?
Why is it important to show interest in serving the customer when excusing yourself from an emotional situation?
