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Questions and Answers
What did Zappos claim they would not tolerate from customers?
What did Zappos claim they would not tolerate from customers?
- Customers who were rude, belligerent, sexist, or racist with their employees (correct)
- Customers who were unhappy with their service
- Customers who wanted to return their purchases
- Customers who demanded special treatment
What should you do if a customer is treating you in a harmful or threatening way?
What should you do if a customer is treating you in a harmful or threatening way?
- Get your supervisors involved and remove yourself from the situation (correct)
- Verbally retaliate against the customer
- Ignore the customer and continue providing service
- Physically confront the customer
What is the main point of the text?
What is the main point of the text?
- Customers are always right and should be treated with respect
- Customer service means bowing down to customer's wishes and demands
- Zappos is a giant online shoe retailer
- It's important to prioritize your safety and well-being when dealing with difficult customers (correct)
Which of the following is a recommended strategy for maintaining sanity in customer service during stressful times?
Which of the following is a recommended strategy for maintaining sanity in customer service during stressful times?
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What is the author's opinion regarding dealing with a difficult customer?
What is the author's opinion regarding dealing with a difficult customer?
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Why does the author suggest passing off the phone to someone else when dealing with an angry customer?
Why does the author suggest passing off the phone to someone else when dealing with an angry customer?
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