Angry And Upset Customers
To assess the learners knowledge of the behaviour of angry or upset customers and how to effectively communicate to customers
- 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.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
- 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
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