Chapter 5 Quiz

Describe two ways to regain a dissatisfied customer's trust and repair a damaged relationship.

(1) By following-through. That is, by keeping your promises. (2) By following-up. That is, by verifying that the incident has been resolved to the customer's satisfaction and that the incident has not recurred.

Briefly describe the three stages customers go through on the way to becoming irate.

(1) Initially, a customer describes the inconvenience of the incident he is experiencing or his frustration with the current situation. (2) If you fail to acknowledge the customer's emotion or the source of frustration, the customer may become angry. Very often, a customer becomes angry because he perceives you are not listening and that you are not addressing his concern. (3) Finally, some customers become irate. Customers who become irate may have unrealistic expectations or they may be under so much stress that they are incapable of calming down.

What are four preparatory steps you can take prior to each customer interaction in order to get focused?

(1) Take a deep breath. (2) Make sure you have a smile or eager look on your face. (3) Sit or stand up straight. (4) Get ready to take notes.

What are two things you must do in order to respond, rather than react, to difficult customer situations?

(1) Think rationally. (2) Stay calm at all times.

How can you ensure your behavior is not driving a customer into an irate state?

By being positive and focusing on what you can do.

What is empathy?

Empathy involves identifying with and understanding another person's situation, feelings, and motives.

Being empathetic means that you are personally responsible for another person's situation. True or False? Explain your answer.

False. Being empathetic does not mean you are responsible for the situation. You are, however, responsible for acknowledging that the customer is upset and doing everything you can to help.

You can control your customer's behavior. True or False? Explain your answer.

False. You can only control your response to your customer's behavior.

What influences an upset or angry person's willingness to work with you?

How you respond to them, particularly during the early moments of your conversation.

What do you need to do if you are a predominantly right-brained service provider?

Learn to control your emotions.

What do you need to do if you are a predominantly left-brained service provider?

Learn to listen for and acknowledge emotion.

Why is it important to avoid the temptation to make sweeping negative statements about your customers?

Negative comments can cause you to lose your perspective and can influence the thinking of your co-workers.

How do customers want their incidents and complaints to be handled?

Quickly and cheerfully.

What tone of voice is appropriate when you are using a customer's name or when you are apologizing to a customer?

Respectful and genuine.

How is responding to a difficult situation different than reacting to it?

Responding involves making a conscious choice to control your behavior and using proven techniques to keep the situation under control. You react without thinking. You say or do the first thing that comes to mind. You may even mirror a customer's bad behavior.

List three characteristics skilled professionals must display when facing difficult customer situations.

Tact, diplomacy, and a positive attitude.

What should you be listening for when a customer is venting?

The central theme of the customer's incident or complaint and any emotion the customer is experiencing. In other words, what is being said, and how it is being said.

Why is it important to let an angry customer vent?

The customer has a story to tell and cannot calm down until he or she has told the entire story or made all of the points he or she wants to make.

What can happen if you do not acknowledge a customer's emotional state?

The customer may perceive you were not listening and become even more upset

When handling a difficult situation, when can you begin active problem solving?

When you have agreement from the customer that you understand the situation and the customer has calmed down.