Mastering Customer Service

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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?

$2,500 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?

Offering a free night stay at the hotel 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?

"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." Signup and view all the answers

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

Focusing on giving away what the customer wants Signup and view all the answers

What is the recommended approach for handling a disgruntled customer?

Showing honesty and authenticity Signup and view all the answers

Why do some customers complain according to the text?

Because they expect to get something in return Signup and view all the answers

Mastering Customer Service

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Questions and Answers

Why is it important to give the customer options in unique situations?

What is the downside of giving the customer only one specific option to fix their problem?

What should you do if none of the options provided are valuable to the customer?

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 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?

What is the recommended approach for handling a disgruntled customer?

Why do some customers complain according to the text?

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 should you do after explaining the situation to the customer?

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