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