June Customer Service Quiz

In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution

• True. Tell the customer the solution right away so that he will calm down
• False. The customer isn’t ready to listen to your solution yet. It’s important to soothe the customer’s frustration first. 

Most upset customers will calm down if you offer a sincere apology.

• True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.
• False. The customer is too angry to listen to your apologies

If you are dealing with an angry customer on the phone and they are speaking quickly and forcefully, responding in a low and quiet voice will help calm them down as they will mirror your tone and pace

• True
• False

When dealing with an abusive customer on the phone, it's important to hang up right away

• True, you do not have to tolerate the vulgarity language
• False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.

What steps are involved to manage an angry customer?

• Stay calm, tell them that most people don't react this badly, tell them to come back when they're in a better mood
• Stay calm, act professional, don't take criticism personally 
• Stay calm, tell the customer to settle down, ask "What can I do so you're not so mad?"
• Give back the same angry response you're receiving

When dealing with an aggressive customer, which of the following will help?

• Taking a deep breath
• Not responding with aggression
• Ask critical questions to get the facts right
• All of the above

What do customers who complain want?

• Something for nothing
• To be heard and have their experience validated
• To vent for the sport of it
• They just want compensation

When dealing with a customer, what should you not do?

• Get caught up in an argument  
• Use the word "NO"
• Give out orders or place blame on the Customer
• 1. All of the Above

Select what you SHOULD NOT do in helping with a difficult interaction or situation

• Take a deep breath and sincerely apologize
• Take notes and come up with a speedy solution
• Interrupt the customer so you can take control of the call
• Never give excuses and Listen to what is being said

Select the words you should never say or do when dealing with a difficult customer

• You should let the customer know you are not with this department and it’s not your fault
• You should jump to conclusions and interrupt the customer whenever necessary
• You should lose your temper if the customer is rude
• All of the above