Mastering Empathetic Communication
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Questions and Answers

Which method can help maintain rapport when delivering bad news to customers?

  • The ignore, ignore, ignore method
  • The avoid, avoid, avoid method
  • The feel, felt, found method (correct)
  • The tell, tell, tell method

    • When using the feel, felt, found method, what should you do after acknowledging the customer's feelings?

  • Tell the customer to find a different solution
  • Tell the customer what you've found to work (correct)
  • Tell the customer to stop feeling that way
  • Tell the customer they are alone

    • Why can't the client provide the complete ingredient list for their food products?

  • They don't have the complete ingredient list
  • They don't want customers to know the ingredients
  • It would reveal their secret sauce (correct)
  • They want to keep customers in the dark

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