Mastering Customer De-Escalation

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Match the following customer handling strategies with their descriptions:

Apologize and remain calm = Effective for calming down angry customers Speak confidently and share useful information = Helpful for reassuring indecisive customers Keep your voice at a normal level and soften it = Recommended when dealing with angry customers Ask specific questions to identify concerns and offer suggestions = Useful for handling indecisive customers

Match the following customer responses with their situations:

"I apologize that you received the wrong product, and I understand how inconvenient and frustrating that can be. Please know that we are working on sending a replacement overnight." = Dealing with an angry customer "Thank you for bearing with me as I troubleshoot this for you." = Assisting an angry customer "Offer suggestions and explain where, how and why they can use the product or service so that the customer has a chance to imagine themselves benefitting from the product or service." = Handling an indecisive customer "Ask them specific questions to help identify their concerns." = Engaging with an indecisive customer

Match the following customer types with their characteristics:

Angry customer = Should be apologized to even if you don't feel at fault Indecisive customer = Will help you practice patience

Match the following customer handling tips with their corresponding situations:

<p>Apologize and remain calm = Handling an angry customer Ask specific questions to identify concerns and offer suggestions = Engaging with an indecisive customer Keep your voice at a normal level and soften it = Dealing with an angry customer Speak confidently and share useful information = Reassuring an indecisive customer</p> Signup and view all the answers

Match the following customer handling actions with their recommended outcomes:

<p>Apologizing and remaining calm = Calming down an angry customer Asking specific questions and offering suggestions = Assisting an indecisive customer Softening voice and keeping it at a normal level = Effective approach when dealing with angry customers Speaking confidently and sharing useful information = Reassuring an indecisive customer</p> Signup and view all the answers