Handling Difficult Customers

Quiz Summary

0 of 7 Questions completed

Questions:

You have already completed the quiz before. Hence you can not start it again.

Quiz is loading…

You must sign in or sign up to start the quiz.

You must first complete the following:

Results

Quiz complete. Results are being recorded.

Results

0 of 7 Questions answered correctly

Your time:

You have reached 0 of 0 point(s), (0)

Current
Review
Answered
Correct
Incorrect

Question 1 of 7

1. Question
Emotions are intrinsically ________.
- Bad because they destroy our ability to reason
- Good because we they provide important information
- Avoidable because we can train ourselves to not show emotion
- Irrational because they always distort facts
Correct

Incorrect
Question 2 of 7

2. Question
Which is a specific strategy for counteracting frustration?
- Quitting
- Practice
- Exercise
- Reframing
Correct

Incorrect
Question 3 of 7

3. Question
What is a good strategy for handling a conflict with a co-worker?
- Send a stern email
- Consider how the co-worker might feel about the situation
- Confront your co-worker after work
- Roll your eyes whenever your co-worker speaks up in meetings
Correct

Incorrect
Question 4 of 7

4. Question
True or False: Apologizing for a customer’s bad experience means you are accepting blame.
- True, but you are just trying to placate them and don't need to mean it
- False, because you know who is really at fault and you will be transferring the customer to them
- True, so you should never apologize or that means the company has to get lawyers involved
- False, it means you are acknowledging that a customer has had a bad experience without placing blame
Correct

Incorrect
Question 5 of 7

5. Question
What is a strategy to employ when handling generally unhappy people?
- Arouse their optimism with inspiring quotes
- Arouse their anxiety with horror stories about what happens to customers who don’t cooperate
- Identify and focus on a specific problem that is solvable
- Lead them through an exercise routine to increase their enthusiasm
Correct

Incorrect
Question 6 of 7

6. Question
What is Not a positive strategy in handling an angry customer?
- Allowing the customer to finish venting and pausing for a few seconds to gather yourself
- Looking for a kernel of truth in the customer’s statements and acknowledging that truth
- Warn the customer to calm down or after three times, you will end the interaction
- Take deep breaths to slow your own arousal levels
Correct

Incorrect
Question 7 of 7

7. Question
What can you do when a customer wants a solution that you can’t deliver?
- Stand your ground and say, “That’s not going to happen.”
- Tell them that you can’t do that but you bet your supervisor can
- Tell them you’ll get on that right away so that they’ll go away and then go back to what you were doing before the interaction with them
- Offer a range of alternative solutions that you can deliver
Correct

Incorrect

Handling Difficult Customers

Quiz Summary

Information

Results

Results

Categories

1. Question

2. Question

3. Question

4. Question

5. Question

6. Question

7. Question