Podcast
Questions and Answers
What is the recommended approach for successful customer relations?
What is the recommended approach for successful customer relations?
- Allowing customers to vent
- Blaming someone for the situation
- Using the word 'fault'
- Removing the word 'fault' from your vocabulary (correct)
Blaming someone for a customer complaint usually leads to a positive outcome.
Blaming someone for a customer complaint usually leads to a positive outcome.
False (B)
Using open and closed questioning techniques can help gather important facts in a customer complaint situation.
Using open and closed questioning techniques can help gather important facts in a customer complaint situation.
True (A)
What is the purpose of defusing a customer complaint?
What is the purpose of defusing a customer complaint?
What is the benefit of finding win-win solutions?
What is the benefit of finding win-win solutions?
What is the recommended approach for handling loud and abusive customers?
What is the recommended approach for handling loud and abusive customers?
Finding win-win solutions in customer complaints requires more time, effort, and thought but can provide new opportunities.
Finding win-win solutions in customer complaints requires more time, effort, and thought but can provide new opportunities.
Allowing customers to be loud, abusive, and to go on forever is acceptable in handling complaints.
Allowing customers to be loud, abusive, and to go on forever is acceptable in handling complaints.
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Study Notes
Handling Customer Complaints: Key Concepts and Strategies
- Customer complaints present opportunities for positive or negative results.
- Blaming someone for the situation seldom results in a positive outcome.
- Removing the word "fault" from your vocabulary is recommended for successful customer relations.
- Defusing the situation involves allowing the customer to vent and redirecting the conversation in a more positive direction.
- Open and closed questioning techniques can be used to gather important facts while maintaining control of the situation.
- Allowing customers to be loud, abusive, and to go on forever is not acceptable.
- Win-win solutions allow all parties to save face and feel that they have received reasonable value.
- Finding win-win solutions requires more time, effort, and thought but consistently provides new opportunities to make the best out of any situation.
- The complaint resolution process can be broken down into a simple nine-step model.
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