Mastering Customer Service

Play an AI-generated podcast conversation about this lesson

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?

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?

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?

Keep responses brief Signup and view all the answers

What is the benefit of using silence as a tactic when dealing with enraged customers?

It allows you to take control of the conversation Signup and view all the answers

When should you draw the line with customers?

When they disrespect you Signup and view all the answers

Why does the FDA require patients to have an annual eye exam before refilling prescriptions?

To ensure the health of patients' eyes Signup and view all the answers

What is the purpose of offering empathy and an explanation when dealing with unhappy customers?

To establish trust and create calm Signup and view all the answers

Why might customers be more likely to accept a policy if they understand the reasoning behind it?

Because they trust the employee Signup and view all the answers

What is the reason why the optometry office requires patients to schedule an eye exam before refilling their contact lens prescription?

To ensure patients' eyes haven't changed Signup and view all the answers

What is the potential consequence of not following the FDA mandate for prescription renewals?

The optometry office may lose its license Signup and view all the answers

Why is it important for employees to reframe the conversation with empathy and explanation when discussing policies with customers?

To build rapport and understanding with the customer Signup and view all the answers

Mastering Customer Service

Podcast Beta

Questions and Answers

Which tactic is recommended for handling disrespectful behavior over the phone?

What should you do if a customer continues to yell or swear during a conversation?

In face-to-face interactions, what might you need to do if a customer continues their pattern of disrespectful behavior?

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?

When should you draw the line with customers?

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?

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 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?

More Quizzes Like This

Mastering Customer Service

Mastering Customer Service

Mastering Customer Service

Mastering Customer Service

Upgrade to continue