You are a customer service representative and have just gotten an - ProProfs Discuss
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You are a customer service representative and have just gotten an extremely angryclient on the phone. What do you do?



A. Hang-up. It doesn’t pay to take abuse from anyone.
B. Listen to the client and rephrase what you gather he is feeling.
C. Explain to the client that he is being unfair, that you are only trying to do your job, and you would appreciate it if he wouldn’t get in the way of this.
D. Tell the client you understand how frustrating this Must be for him, and offer a specific thing you can do to help him get his problem resolved.
Asked by Jake, Last updated: Dec 05, 2017

This question is part of

Emotional Intelligence Questionnaire

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2 Answers

John Adney

John Adney

Answered on May 24, 2017

Calm down for few minutes and then offer a specific thing which gets his problem solved
 Reply

John Smith

John Smith

Answered on Sep 08, 2016

Tell the client you understand how frustrating this must be for him, and offer a specific thing you can do to help him get his problem resolved.-3. the angry clientthe most emotionally intelligent answer is d. empathizing with the customer will help calm him down and focusing back on a solution will ultimately help the customer attain his needs. confronting a customer or becoming defensive tends to anger the customer even more.a: 0 points hang-up. it doesnt pay to take abuse from anyone.b: 5 points listen to the client and rephrase what you gather he is feeling.c: 0 points explain to the client that he is being unfair, that you are only trying to do your job, and you would appreciate it if he wouldnt get in the way of this.d: 10 points tell the client you understand how frustrating this must be for him, and offer a specific thing you can do to help him get his problem resolved.
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