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Questions and Answers
Which method of communication is NOT recommended for delivering bad news to customers?
Which method of communication is NOT recommended for delivering bad news to customers?
- Text
- Email (correct)
- Phone
- Zoom session
What is the first technique mentioned for delivering bad news to customers?
What is the first technique mentioned for delivering bad news to customers?
- Frame the situation in a new light
- Be honest and get to the point
- Put yourself on their side (correct)
- Ask the customer what would make them happy
What should you do after explaining the situation to the customer?
What should you do after explaining the situation to the customer?
- Apologize to the customer
- Offer a better solution
- Avoid eye contact
- Ask the customer if that's a suitable solution (correct)
Which approach is recommended when troubleshooting customer service situations?
Which approach is recommended when troubleshooting customer service situations?
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What can happen if businesses focus on giving away what the customer wants?
What can happen if businesses focus on giving away what the customer wants?
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Why do people complain according to the text?
Why do people complain according to the text?
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