Angry And Upset Customers

5 Questions

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Angry Quizzes & Trivia

To assess the learners knowledge of the behaviour of angry or upset customers and how to effectively communicate to customers


Questions and Answers
  • 1. 
    One need of an angry or upset customer is
    • A. 

      That they want to be acknowledged

    • B. 

      That they want to get what they can for free

    • C. 

      To upset as many people as possible

    • D. 

      To have an alcoholic drink to calm their nerves

  • 2. 
    • A. 

      So that they do not hit you

    • B. 

      So that you look the bigger person in the situation

    • C. 

      As problems can escalate as one person triggers the other

    • D. 

      So that you are not reported to senior management

  • 3. 
    It is important to recognize the needs of the customer so that
    • A. 

      We can predict what they want from us

    • B. 

      We can sell them extra items

    • C. 

      They don't upset us

    • D. 

      We can provide them with the best service possible

  • 4. 
    Which of the following is an appropriate response for an angry or upset customer?
    • A. 

      I can't help you

    • B. 

      If you bear with me I will see what we can do for you

    • C. 

      That's not my problem

    • D. 

      It's your own fault anyway, I'm not giving you anything

  • 5. 
    One characteristic of an angry or upset customer could be that they feel
    • A. 

      Suicidal

    • B. 

      As though they need a drink

    • C. 

      Frustrated

    • D. 

      Unloved