Handling Difficult Customer Situations - Chapter 5

False

If you are upset after a call, it is best to answer call as quickly as possible to clear your head. If you take a break, it is more likely the negative thoughts will remain through further calls.

True

If you are upset after a call, it is likely that the customer may still be upset. You should inform your supervisor or team leader so that they can determine what, if any, additional steps should be taken to satisfy the customer.

A. paraphrase the incident and ask the customer to verify your understanding of the situation

If you cannot restate the customer's incident in his own words, it is acceptable to __________.

False

If you have reported a customer complaint to management once, there is no need to report it again.

False

Is it important to know who is at fault in difficult customer situations, so they can be prevented in the future.

True

It is important to remember that difficult customer situations are the exception, not the rule.

True

It is important to restate the customer's situation and gain agreement prior to working on the incident because fixing the wrong incident or failing to resolve it in the time frame the customer expects will just make the situation worse.

False

People experience the same degrees of anger and become angry at the same rate.

False

Positive picturing is the act of using mental pictures to influence your thinking in a positive way.

False

If an analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident.

False

To understand customer behavior, you must strive to sympathize with what customers are experiencing.

C. Restate the situation and gain customer agreement.

To win over a difficult customer, what should an analyst do?

True

A good service desk motto to remember is, "Keep the customer informed, keep the customer!"

True

A positive attitude is a key characteristic of professionalism, and your attitude is your choice.

A. follow-through

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of __________.

False

An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down.

A. ITIL

Best practice frameworks such as ___________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations.

True

Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully.

True

Finding humor in a stressful situation is an excellent stress-coping mechanism.

False

How you respond to difficult customers during the early moments of your conversation typically doesn't influence their perception and willingness to work with you. Customers are usually willing to work with any analyst, rather than to wait on hold.

False

If a previously unhappy customer seems to be happy when you complete a contract, you can assume that you have regained that customer's trust.

True

One way to improve your ability to provide good service is to pay attention when you are the customer. For example, how does it feel to talk to an analyst who seems overworked or tired?

A. Learning to respond, not react

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control?

False

Self confidence is the act of using words to influence your thinking in a positive way.

C. Creativity

Typically, what does the left side of the brain handle?

B. versatility

Typically, what does the right side of the brain handle?

C. follow-up

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ___________.

A. SLAs

What do many service desks use to set customer expectations?

B. Let the customer state any points he has written down.

What does "letting a customer vent" mean?

B. Acknowledge the fact that the customer is upset.

What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline? .

d. all of the above

What should you do when you are listening actively to an irate customer describing his incident or complaint?

d. all of the above

What should you do when you are listening to an irate customer describing his incident?

False

When a person becomes extremely angry, the left side of the brain takes over.

A. Be aware of your company's policies regarding these types of issues.

When dealing with angry or abusive customers, which is the best course of action?

False

When dealing with irate customers, it is important to pay attention to what is being said and why it is being said.

True

When facing a difficult customer situation, use positive self-talk to remind yourself that you cannot take the situation to personally.

B. breath in through your nose

When trying to calm yourself by taking a deep breath, what should you do?

False

Whether you are interacting on the phone or face-to-face, the customer will most likely notice if you exhibit symptoms of being upset or angry.

True

Whether you are left- or right-brained, you must still be able to maintain control of your ability to think logically.

A. Taking a deep breath.

Which calming technique also helps you keep up your energy and retain a positive attitude?

C. Replacing an image of an angry customer with someone you love

Which is an example of using positive imagery?

B. sipping water

Which is comparable to the practice of "counting to three" before you speak?

C. Get focused.

Which is the first step when handling difficult customer situations?

d. all of the above

Which is true about customers?

D. Both A and C.

Which is true about irate customers?

d. all of the above

Which is true about the left and right sides of the brain?

d. all of the above

Which is true about using calming techniques to handle difficult situations?

C. If you are in doubt about the appropriateness of your response, have a coworker or manager review both yours and the customer's email.

Which is true when handling difficult email messages from customers?

B. nuts

Which will help you to unwind after a stressful situation?

True

While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.