True
False
Have a coworker look at what went wrong and determine a resolution.
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.
Refer the customer to a manager that can better assist them with their issues.
True
False
True
False
True
False
Yes. Once the technical issue is resolved the customer has no reason to be angry.
No. The technical issue is not always the entire problem. You must address the customer's emotional issue caused by the technical issue.
No. The technical issue sometimes creates a monetary need. You must address that need by offering a concession.
True
False
True
False
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.
Quiz Review Timeline (Updated): Mar 20, 2022 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
Wait!
Here's an interesting quiz for you.