Podcast
Questions and Answers
Why is it important to give the customer options in unique situations?
Why is it important to give the customer options in unique situations?
- It helps the customer believe you're on their side (correct)
- It allows the customer to fix their own problem
- It creates a more challenging situation
- It makes choices easier for the customer
What is the downside of giving the customer only one specific option to fix their problem?
What is the downside of giving the customer only one specific option to fix their problem?
- It helps the customer believe you're on their side
- It allows the customer to fix their own problem
- It makes choices easier for the customer
- It creates a more challenging situation (correct)
What should you do if none of the options provided are valuable to the customer?
What should you do if none of the options provided are valuable to the customer?
- Ask the customer to come up with their own solution
- Offer a refund
- Make some changes or adjustments (correct)
- Stick with the original options
What is the maximum cost that the Ritz-Carlton Hotel brand allowed their employees to spend to solve a customer problem?
What is the maximum cost that the Ritz-Carlton Hotel brand allowed their employees to spend to solve a customer problem?
What is one of the strategies suggested in the text for handling a customer's request that is not suitable?
What is one of the strategies suggested in the text for handling a customer's request that is not suitable?
What is the suggested language to use when asking your boss or supervisor about your authority to solve customer problems?
What is the suggested language to use when asking your boss or supervisor about your authority to solve customer problems?
Which of the following is a common mistake that businesses make when handling customer complaints?
Which of the following is a common mistake that businesses make when handling customer complaints?
What is the recommended approach for handling a disgruntled customer?
What is the recommended approach for handling a disgruntled customer?
Why do some customers complain according to the text?
Why do some customers complain according to the text?
Which method of communication is recommended for delivering bad news to customers?
Which method of communication is recommended for delivering bad news to customers?
What is the first technique suggested for delivering bad news to customers?
What is the first technique suggested for delivering bad news to customers?
What should you do after explaining the situation to the customer?
What should you do after explaining the situation to the customer?
Flashcards are hidden until you start studying
