People who provide customer service often deal with upset, difficult people. When dealing with difficult customers day in and day out, employees should do which of the following?
a. Explain to the customers that their problem was caused by some unknown
person and that nothing can be done to rectify their particular situations.
b. Listen carefully to the customers' complaints and then tell them that they will
need to explain everything again for your supervisor because you are not
qualified to assist them.
c. Listen to the customers' complaints, ensure the customers that you are assisting
them the best you can, and maintain a professional demeanor.
d. Remember the adage that the customers are always right and provide them with
what they want until they appear satisfied.
c
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According to the interpersonal communication continuum, which of the following would fall closest to the impersonal end of the spectrum?
a. neighbors b. parents and children c. doctor and patient d. taxi driver and passenger
?Razia is about to deliver a speech on free trade to a group of business people. Although she has delivered several successful speeches before, she experiences negative self-talk such as "I will make a fool of myself this time" and "I am scared the audience will mock my body language." Consequently, in order to manage her apprehensions, she tries to eliminate these negative thoughts using thoughts like "I have delivered this speech several times successfully" and "I am a trained public speaker and I cannot go wrong." In this scenario, Razia uses _____ to reduce her public speaking apprehensions.
A) ?systematic desensitization B) ?cognitive restructuring C) ?the visualization technique D) ?self-distancing self-talk