Podcast
Questions and Answers
Which tactic is recommended for handling disrespectful behavior over the phone?
Which tactic is recommended for handling disrespectful behavior over the phone?
- Calling for a manager
- Hanging up the phone
- Silence (correct)
- Yelling back at the customer
What should you do if a customer continues to yell or swear during a conversation?
What should you do if a customer continues to yell or swear during a conversation?
- Call for a manager
- Hang up the phone
- Ask them to call back another time (correct)
- Yell back at them
In face-to-face interactions, what might you need to do if a customer continues their pattern of disrespectful behavior?
In face-to-face interactions, what might you need to do if a customer continues their pattern of disrespectful behavior?
- Hang up the phone
- Avoid verbal abuse
- Use silence as a tactic
- Call for a manager (correct)
Which tactic can be used to deal with demanding customers when they are venting?
Which tactic can be used to deal with demanding customers when they are venting?
What is the benefit of using silence as a tactic when dealing with enraged customers?
What is the benefit of using silence as a tactic when dealing with enraged customers?
When should you draw the line with customers?
When should you draw the line with customers?
Why does the FDA require patients to have an annual eye exam before refilling prescriptions?
Why does the FDA require patients to have an annual eye exam before refilling prescriptions?
What is the purpose of offering empathy and an explanation when dealing with unhappy customers?
What is the purpose of offering empathy and an explanation when dealing with unhappy customers?
Why might customers be more likely to accept a policy if they understand the reasoning behind it?
Why might customers be more likely to accept a policy if they understand the reasoning behind it?
What is the reason why the optometry office requires patients to schedule an eye exam before refilling their contact lens prescription?
What is the reason why the optometry office requires patients to schedule an eye exam before refilling their contact lens prescription?
What is the potential consequence of not following the FDA mandate for prescription renewals?
What is the potential consequence of not following the FDA mandate for prescription renewals?
Why is it important for employees to reframe the conversation with empathy and explanation when discussing policies with customers?
Why is it important for employees to reframe the conversation with empathy and explanation when discussing policies with customers?
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