Dealing With Difficult People

Which of the following are the 4 different behavioral personality styles?

• Thinker

• Leader

• Director

• Socializer

• Relator

Asking calibrated questions moves the conversations forward. Calibrated questions start with ___ and ___?

• Who

• What

• Why

• How

From the video Communication & Social Skills - Resolving Conflict, which of the following is not a way to tackle conflict head on?

• Drop the ego

• Keep your cool

• Being dishonest

• Say sorry

Which of the following are ways that potentially make a bad situation worse when Dealing with Difficult Customers?

• Not listening to what they are saying – or being perceived not to be listening

• Making excuses or getting defensive

• Not acknowledging their feelings, or that they have a reason to complain

• Not letting the customer explain the problem

• All of the above

At what level of listening are you considered to have “Become a Great Listener”?

• Listening for the Gist

• Listening to Rebut

• Listening for Logic

• Listening for Emotion

• Listening for Their Point of View

When dealing with Difficult Customers on the phone which of the following is your most effective tool to help resolve the call?

• Your body language

• The words you choose

• Exaggerating your tone of voice

• Making eye contact

Myra Golden tells us in her video Acknowledgment as a tool to defuse anger, that when you are speaking with a customer and they express frustration or anger, they expect you to do what?

• Let them know how you are going to resolve the call

• Ask them to tell you more about their concern

• Link the “Communication chain” and respond

• Ignore their expression of anger or tip toe around their anger

Which of the Ulysses strategies best helps us to effectively deal with a difficult or angry customer?

• Ask appropriate probing questions

• Transition to probing – prepare customer for questions and included a benefit (WIIFT)

• Ask and confirm if call is resolved

• Acknowledge the customer (issues and/or emotions) to show active listening and understanding

True/False: To avoid provocative statements present your statements as non-judgmental observation rather than a direct statement which most people find insulting.

• True

• False

True/False: To avoid accusations and appear helpful avoid using “You” and use “I” statements instead.

• True

• False