Multiple Choice
St.George Bank made a commitment to improving customer service.The program of improvements includes methods for creating opportunities while resolving complaints.One way St.George does this is by appropriately handling complaints from angry customers.What response does the bank teach employees to use when customers are angry?
A) Do not waste time with apologies.
B) Deal with the anger as well as the issue.
C) Keep the discussion focused on the issue, not emotions.
D) View complaints as a problem-an unwelcome 'moment of truth'.
E) Transfer an angry caller to other employees until the customer calms down.
Correct Answer:
Verified
Correct Answer:
Verified
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