Question 1

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.

Accepted Answer

A)  responsibility check
B)  co-production analysis
C)  review
D)  rebuke A

Question 2

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

Accepted Answer

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

Question 3

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

Accepted Answer

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

Question 4

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

Accepted Answer

The answer of How can you end a discussion with...

Question 5

Contrast empathy and sympathy.Which is more productive?

Accepted Answer

The answer of Contrast empathy and sympathy.Which is more productive?...

Question 6

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

Accepted Answer

The answer of What are some of the payoffs of...

Question 7

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

Accepted Answer

The answer of Why is it important to end every...

Question 8

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

Accepted Answer

A)  noncommittal
B)  empathetic
C)  self-sufficient
D)  immature

Question 9

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

Accepted Answer

The answer of What type of customer do you find...

Question 10

List and explain five characteristics of challenging customers.

Accepted Answer

The answer of List and explain five characteristics of challenging...

Question 11

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

Accepted Answer

A)  sympathy.
B)  niceness.
C)  empathy.
D)  cantankerousness.

Question 12

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

Accepted Answer

A)  yell louder than they yell.
B)  pass them off to a co-worker.
C)  roll our eyes.
D)  ask them to explain their situation and attempt to find effective solutions.

Question 13

Explain responsibility check.

Accepted Answer

The answer of Explain responsibility check....

Question 14

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

Accepted Answer

A)  superior customer.
B)  special needs customer.
C)  angry customer.
D)  noncommittal customers.

Question 15

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

Accepted Answer

The answer of Share a situation in which you gave...

Exam 7: Coping With Challenging Customers