Defusing An Angry Customer
- 1.The customer has a right to be angry.
- A.
True
- B.
False
- 2.Does solving the technical issue always solve the customer complaint?
- A.
Yes. Once the technical issue is resolved the customer has no reason to be angry.
- B.
No. The technical issue is not always the entire problem. You must address the customer's emotional issue caused by the technical issue.
- C.
No. The technical issue sometimes creates a monetary need. You must address that need by offering a concession.
- 3.If the customer's main issue is emotional, you should respond with emotion to the customer to show empathy.
- A.
True
- B.
False
- 4.It is important for you to listen to the customer and not interrupt until it is your turn to speak.
- A.
True
- B.
False
- 5.When speaking to customer you need to make sure you:
- A.
Wait for you cue. Silence is you golden cue.
- B.
Speak loudly so the customer can hear you.
- C.
Speak to the customer quietly and softly.
- D.
Acknowledge that the customer has the right to be angry.
- 6.Reiterate the priorities to the customer and ensure the customer confirms your accuracy.
- A.
True
- B.
False
- 7.OWN THE PROBLEM. Ensure the customer that you will personally take care of the resolution no matter whose department the issue originated and no matter whose department the resolution will come from.
- A.
True
- B.
False
- 8.If the customer has both an emotional issue and a technical issue, you must address the technical issue first.
- A.
True
- B.
False
- 9.What do you do during the triage step?
- A.
Have a coworker look at what went wrong and determine a resolution.
- B.
Triage the root of the problems to determine what went wrong.Analyze the problem and provide detailed information in an effort to avoid duplicating the problem with other customers.
- C.
Refer the customer to a manager that can better assist them with their issues.
- 10.Follow up with the customer after the resolution has been given. Ensure the resolution has worked for the customer and the customer is now 100% satisfied with the service you provided.
- A.
True
- B.
False
Questions: 8 | Attempts: 1306 | Last updated: Dec 14, 2012
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