De-escalation Techniques Quiz

What was the employee's mistake when dealing with the upset customer?

• She offered a solution right away.

• She took responsibility for the issue.

• She apologized immediately.

• She distanced herself from the problem.

Which phrase is more likely to create calm in a customer interaction?

• I had nothing to do with your problem.

• Please calm down immediately.

• I'm glad you called us so we can look into this.

• This is your issue, not ours.

What is a key strategy to maintain control during a heated conversation?

• Agree with everything the customer says.

• Ignore the customer's complaints.

• Use assertive language to set boundaries.

• Allow the customer to vent without interruption.

What should you do if a customer continues to use offensive language?

• Ignore the language and continue the conversation.

• Apologize for their behavior.

• Ask them to call back when they are calmer.

• Hang up the call immediately.

What is the ultimate goal of de-escalation?

• To win the argument.

• To end the conversation quickly.

• To prove the customer wrong.

• To move towards a solution.