Defusing An Angry Customer

1. It is important for you to listen to the customer and not interrupt until it is your turn to speak.

True

False

2. 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.

True

False

3. What do you do during the triage step?

Have a coworker look at what went wrong and determine a resolution.

Refer the customer to a manager that can better assist them with their issues.

4. The customer has a right to be angry.

True

False

5. 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.

True

False

6. Reiterate the priorities to the customer and ensure the customer confirms your accuracy.

True

False

7. Does solving the technical issue always solve the customer complaint?

Yes. Once the technical issue is resolved the customer has no reason to be angry.

No. The technical issue sometimes creates a monetary need. You must address that need by offering a concession.

8. If the customer has both an emotional issue and a technical issue, you must address the technical issue first.

True

False

9. If the customer's main issue is emotional, you should respond with emotion to the customer to show empathy.

True

False

10. When speaking to customer you need to make sure you:

Wait for you cue. Silence is you golden cue.

Speak loudly so the customer can hear you.

Speak to the customer quietly and softly.

Acknowledge that the customer has the right to be angry.

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