Dealing with Difficult Customers Quiz

What is one way to make difficult conversations easier with customers?

• Ignore the customer's complaints

• Avoid the customer

• Show them you understand

• Argue with the customer

Tags

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.3

CCSS.RI.6.5

Why is it important to apologise to customers even when it's not your fault?

(a)  

• To shift the blame to the customer

• To make the customer angrier

• To calm the customer down
• To make the customer feel guilty

Tags

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.3

What should you do if a customer is being rude during a conversation?

• Set expectations for respectful communication

• Apologize excessively

• Engage in a blame game

• Hang up on the customer

Tags

CCSS.RL.2.6

CCSS.RL.8.3

When is it okay to escalate an issue to your manager or lead?

• When you want to avoid responsibility

• When you want to blame the customer

• When the customer is satisfied

• When the customer needs more serious attention

Tags

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.5

How can resetting a conversation with a new face help ease a customer's frustration?

(a)  

• By escalating the issue

• By providing a fresh perspective
• By confusing the customer

• By ignoring the customer's concerns

Tags

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.5

Why is it important to establish equality with customers during interactions?

• To avoid solving the problem

• To ignore the customer's concerns

• To show respect for the customer's position

• To make the customer feel superior

Tags

CCSS.RI.5.7

CCSS.RI.6.7

CCSS.RL.4.7

CCSS.RL.5.7

CCSS.RL.6.7

What skills are important to train yourself in to manage difficult customers?

• Cooking and gardening

• Anger management, stress management, and negotiation

• Singing and dancing

• Playing video games

Why is it recommended to face difficult customers head-on?

• To strengthen the customer relationship

• To make the customer angrier

• To avoid confrontation

• To ignore the customer's complaints

Tags

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.3

CCSS.RI.6.5

What is the best way to handle difficult customers according to the text?

(a)  

• Learning from the interactions
• Engaging in arguments with them

• Avoiding them completely

• Ignoring their concerns

Tags

CCSS.RI.4.3

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.3

CCSS.RI.6.5

How can you turn a hard conversation with a customer into a learning opportunity?

• By blaming the customer

• By following the tips provided

• By apologizing excessively

• By avoiding the customer

Tags

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

CCSS.RI.6.5