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Mastering Customer Complaints

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Questions and Answers

What is the six-step process for solving a customer's problem?

Ignore, deny, blame, argue, delay, dismiss

Listen, acknowledge, evaluate, investigate, offer solutions, implement (correct)

Apologize, explain, justify, defend, ignore, dismiss

Redirect, ignore, dismiss, blame, argue, delay

What should an employee do if they are unable to solve a customer's problem?

Tell the customer it's not their problem

Offer the next step in the complaint process (correct)

Hang up the phone

Argue with the customer

Why might a manager be better at handling a customer complaint than an employee?

They are more likely to ignore the complaint

They are less likely to listen to the customer

They are more detached and better able to listen and come up with solutions (correct)

They are more likely to argue with the customer

Study Notes

Dealing with a disagreement requires quick thinking.
To handle an upset customer, focus on solving their problem.
A dissatisfied customer often demands to speak to a manager.
A trained employee can quickly address the issue before it escalates.
A six-step process for solving a customer's problem: listen, acknowledge, evaluate, investigate, offer solutions, implement.
Be solution-oriented and offer the next step in the complaint process if unable to solve the problem.
In-person or phone communication requires the same approach.
A manager may be more detached and better able to listen and come up with solutions.
The goal is to satisfy the customer's needs.
Failure to address complaints can hurt the company.

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Description

Are you ready to handle customer complaints like a pro? This quiz will test your knowledge on how to deal with upset customers and their complaints. From listening skills to problem-solving techniques, this quiz covers the essential steps to successfully address customer dissatisfaction. Learn how to handle disagreements, offer solutions, and satisfy your customers' needs. Take this quiz and become a customer service expert!