Angry And Upset Customers

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| By Philblanckley

Philblanckley

Community Contributor

Quizzes Created: 1 | Total Attempts: 482

Questions: 5 | Attempts: 482 | Updated: Mar 21, 2023

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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
Correct Answer
A. That they want to be acknowledged

Explanation
When a customer is angry or upset, one of their needs is to be acknowledged. This means that they want their feelings and concerns to be recognized and validated by the company or the person they are dealing with. Acknowledging the customer's emotions helps in building trust and showing empathy towards their situation. It is an important step towards resolving the issue and finding a satisfactory solution for the customer.

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1
0
2.

It is important to communicate with an angry or upset customer in a respectful manner
- 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
Correct Answer
C. As problems can escalate as one person triggers the other

Explanation
When dealing with an angry or upset customer, it is crucial to communicate in a respectful manner to prevent the situation from escalating. If one person responds negatively or aggressively, it can trigger the other person to react in the same way, leading to further problems. By maintaining a respectful tone and approach, it is possible to defuse the tension and find a resolution.

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2
0
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
Correct Answer
D. We can provide them with the best service possible

Explanation
Recognizing the needs of the customer is important because it allows us to understand their expectations and preferences. By understanding their needs, we can tailor our services to meet their specific requirements and provide them with the best service possible. This helps in building customer satisfaction and loyalty, leading to repeat business and positive word-of-mouth recommendations.

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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
Correct Answer
B. If you bear with me I will see what we can do for you

Explanation
An appropriate response for an angry or upset customer is to acknowledge their frustration and assure them that you are willing to help. Saying "If you bear with me I will see what we can do for you" shows empathy, willingness to assist, and a commitment to finding a solution to their problem. It demonstrates good customer service skills and a proactive approach to resolving the issue.

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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
Correct Answer
C. Frustrated

Explanation
An angry or upset customer is likely to feel frustrated because they are not satisfied with the product or service they received. Frustration often arises from a sense of disappointment, dissatisfaction, or unmet expectations. It can manifest as anger, annoyance, or irritation, and customers may express their frustration through complaints, negative feedback, or aggressive behavior. Frustration is a common emotion in customer service situations, and addressing it effectively is crucial for resolving the customer's concerns and ensuring their satisfaction.

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Jul 15, 2010

Quiz Created by
Philblanckley

Angry And Upset Customers

One need of an angry or upset customer is

It is important to communicate with an angry or upset customer in a respectful manner

It is important to recognize the needs of the customer so that

Which of the following is an appropriate response for an angry or upset customer?

One characteristic of an angry or upset customer could be that they feel