Defusing An Angry Customer

10 Questions | Attempts: 474
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  • 1/10 Questions

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

    • True
    • False
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  • 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

    Correct Answer
    A. True
  • 3. 

    What do you do during the triage step?

    • 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.

    Correct Answer
    A. 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.
  • 4. 

    The customer has a right to be angry.

    • True

    • False

    Correct Answer
    A. True
  • 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

    Correct Answer
    A. True
  • 6. 

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

    • True

    • False

    Correct Answer
    A. True
  • 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 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.

    Correct Answer
    A. No. The technical issue is not always the entire problem. You must address the customer's emotional issue caused by the technical issue.
  • 8. 

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

    • True

    • False

    Correct Answer
    A. False
  • 9. 

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

    • True

    • False

    Correct Answer
    A. 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.

    Correct Answer(s)
    A. Wait for you cue. Silence is you golden cue.
    A. Speak to the customer quietly and softly.
    A. 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.

  • Current Version
  • Mar 20, 2022
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 01, 2013
    Quiz Created by
    BrittanyHauck
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