Mastering Your Mindset

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson
Download our mobile app to listen on the go
Get App

Questions and Answers

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?

  • 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?

  • 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?

<p>Taking a break and asking a colleague to handle the situation (D)</p> Signup and view all the answers

What is the author's opinion regarding dealing with a difficult customer?

<p>It is important to understand why the customer is upset (D)</p> Signup and view all the answers

Why does the author suggest passing off the phone to someone else when dealing with an angry customer?

<p>To let someone else handle the difficult customer (C)</p> Signup and view all the answers

Flashcards are hidden until you start studying

More Like This

Mastering Your Studies
6 questions

Mastering Your Studies

SelfRespectOrange avatar
SelfRespectOrange
Mastering Your Money
5 questions

Mastering Your Money

ReformedTropicalIsland avatar
ReformedTropicalIsland
Mastering Your Weekly Planning
5 questions
Use Quizgecko on...
Browser
Browser