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Questions and Answers
Which type of people are the toughest to deal with, according to the text?
Which type of people are the toughest to deal with, according to the text?
- People who are unhappy and negative (correct)
- People who are abusive
- People who are understanding and empathetic
- People who have normal reactions
What impact can these situations have on customer interactions, according to the text?
What impact can these situations have on customer interactions, according to the text?
- They can make customers unhappy and negative (correct)
- They can excuse abusive behavior
- They can make customers more understanding
- They can have no effect on customer interactions
What opportunity does the text suggest when customer interactions get heated?
What opportunity does the text suggest when customer interactions get heated?
- To be more unhappy and negative
- To be more abusive
- To be more understanding (correct)
- To have no reaction
What are the five categories of reasons why customers may become abusive in customer service interactions?
What are the five categories of reasons why customers may become abusive in customer service interactions?
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What can understanding the reasons for customer abuse help customer service representatives do?
What can understanding the reasons for customer abuse help customer service representatives do?
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Which of the following is NOT mentioned as a possible reason for customer abuse in the text?
Which of the following is NOT mentioned as a possible reason for customer abuse in the text?
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