Exam 7: Coping With Challenging Customers

When a customer is unhappy with us for not providing them with outstanding customer service, it is helpful to conduct a silent________ to determine who is really responsible for the situation.

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(Multiple Choice)

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Question 1

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What are some methods of response to an angry customer who becomes verbally abusive?

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Question 2

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When responding to an angry customer, try to calm the customer Stay calm Ask the customer to explain his or her situation; acknowledge the customer's emotions

Why are some customers challenging to one individual and not to another?

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Question 3

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Customers may be seen as challenging for a wide variety of reasons Frequently, challenging customers are challenging because they have personalities or communication styles that we personally find difficult with which to interact

How can you end a discussion with overly talkative customers without offending them?

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Question 4

Contrast empathy and sympathy.Which is more productive?

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Question 5

What are some of the payoffs of coping with challenging customers?

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Question 6

Why is it important to end every customer interaction on a positive note?

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Question 7

Customers who frequently pay bills late or not at all, who makes excuses for their actions and who blame others for their problems are_______ .

(Multiple Choice)

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Question 8

What type of customer do you find to be the most challenging and why?

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Question 9

List and explain five characteristics of challenging customers.

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Question 10

The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as:

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Question 11

When communicating with angry customers, it is most effective to:

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Question 12

Explain responsibility check.

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Question 13

A customer who has difficulty in making decisions and who may be seeking more information would be classified as a:

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Question 14

Share a situation in which you gave a customer incorrect information and then corrected your mistake.

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Question 15

Showing 1 - 15 of 15

When a customer is unhappy with us for not providing them with outstanding customer service, it is helpful to conduct a silent________ to determine who is really responsible for the situation.

What are some methods of response to an angry customer who becomes verbally abusive?

Why are some customers challenging to one individual and not to another?

How can you end a discussion with overly talkative customers without offending them?

Contrast empathy and sympathy.Which is more productive?

What are some of the payoffs of coping with challenging customers?

Why is it important to end every customer interaction on a positive note?

Customers who frequently pay bills late or not at all, who makes excuses for their actions and who blame others for their problems are_______ .

What type of customer do you find to be the most challenging and why?

List and explain five characteristics of challenging customers.

The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as:

When communicating with angry customers, it is most effective to:

Explain responsibility check.

A customer who has difficulty in making decisions and who may be seeking more information would be classified as a:

Share a situation in which you gave a customer incorrect information and then corrected your mistake.

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The Challenges of Customer Service

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Strategy for Formulating a Plan for Success

Empowerment

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Customer Retention and Measuring Satisfaction

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