Mastering Customer Service
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Questions and Answers

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?

  • 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?

  • 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?

    <p>$2,500</p> Signup and view all the answers

    What is one of the strategies suggested in the text for handling a customer's request that is not suitable?

    <p>Offering a free night stay at the hotel</p> Signup and view all the answers

    What is the suggested language to use when asking your boss or supervisor about your authority to solve customer problems?

    <p>&quot;Arnold, I know you're busy and I've come to you a couple of times now to ask if I can offer the customer free shipping since we messed up. Do you want me to continue to ask or do I have permission to solve the customer's issue if the cost is minimal and it means I don't need to bother you.&quot;</p> Signup and view all the answers

    Which of the following is a common mistake that businesses make when handling customer complaints?

    <p>Focusing on giving away what the customer wants</p> Signup and view all the answers

    What is the recommended approach for handling a disgruntled customer?

    <p>Showing honesty and authenticity</p> Signup and view all the answers

    Why do some customers complain according to the text?

    <p>Because they expect to get something in return</p> Signup and view all the answers

    Which method of communication is recommended for delivering bad news to customers?

    <p>Phone call</p> Signup and view all the answers

    What is the first technique suggested for delivering bad news to customers?

    <p>Put yourself on their side</p> Signup and view all the answers

    What should you do after explaining the situation to the customer?

    <p>All of the above</p> Signup and view all the answers

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