When Mona, the customer service representative at a local retail store, encounters an emotional client, a good way for her to handle the situation is to:
A. Try to pace them to a calmer state by matching their style and then slowing down
the rate of speech and emotions.
B. Let the customer get his/her emotions out, and consequently, he/she will be much
calmer.
C. Ignore the client altogether, making them come back at another time.
D. Suggest that another representative help the emotional customer.
A
Communication & Mass Media
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