Unit 5.8 Handling Difficult Customers Flashcardizz

Front

Why is it important to understand what makes a customer act negatively?

Back

To address the situation and achieve goals

Front

What is a characteristic of an argumentative customer?

Back

They seek out problems and confront employees.

Front

What type of customer is described as giving orders while Austin and Patrick deliver furniture?

Back

Domineering/superior customer

Front

What is a characteristic of a suspicious customer?

Back

They question everything.

Front

What is a common behavior of a domineering/superior customer during a delivery?

Back

They bark orders.

Front

Give an example of a complaining customer.

Back

A customer who constantly finds faults

Front

What is the first step in the CONTROL acronym for handling difficult customers?

Back

Calm

Front

What should you do to maintain calmness when dealing with a difficult customer?

Back

Speak slowly and steadily

Front

In the CONTROL acronym, what does the 'O' stand for?

Back

Observe

Front

Why is reassuring a customer important?

Back

It shows you are on their side