Customer Service 7 - De-Escalating Intense Situations / Become a Customer Service Specialist / LinkedIn Learning Pathway

Which is not an example of acknowledging the customer's issue?

"I'm sorry you feel this way."

Which of these is not an example of recognizing the customer's emotion?

"It sounds like you think you deserve an exception." This statement appears to be calling the customer out and making a judgment. The correct way to recognize a customer's emotion is to observe the reaction and label it without issuing judgment.

Which of these is an excellent example of managing customer expectations?

"Our current wait is about 35-40 minutes. When your table is ready, we'll text the number you gave us. You'll have up to 10 minutes to claim your table from the time we text." This is an excellent example of managing customer expectations.

Which is not an appropriate response to a yelling customer?

"Sir, I need you to calm down, or I can't help you." Telling a customer to calm down usually isn't useful because customers see this response as aggressive.

If you state policy without an explanation, what might happen?

Customers may become frustrated or want to talk to a supervisor because they aren't satisfied with your answer Just stating the policy with no explanation and no empathy frustrates the customer.

Conveying empathy when you give a customer bad news inhibits you from quickly bringing the interaction to closure. A direct approach tends to work best when you're telling customers what they don't want to hear.

FALSE A direct approach is defensive and will likely result in escalation. Your words of empathy help you come across as genuinely concerned. When customers feel you're concerned, they're more likely to accept your word as final.

The benefit of using partnering language is

It shows customers you're on their side, and it also helps you create calm and puts you back in control.

According to Myra, what is a good response to a customer who asks to talk to a manager?

Offer to assist: "I respect your request to talk to a manager. Will you give me a chance to assist you first? If I can't help, certainly I'll connect you to a manager." Offering to assist demonstrates your willingness to help, and it gives you defense against merely passing calls on without a go at helping the customer. Giving customers the option of speaking to a manager if you aren't able to help may put some customers at ease and persuade them to work with you.

A lot of customer service professionals personalize things when dealing with demanding customers. What approach did Myra recommend for not taking things personally in customer service?

Try "Q-Tip" Therapy, that is, "Quit Taking It Personally." One of the ideas Myra shared is focusing on not taking things personally with difficult customers.

What's the best response to a customer who asks to speak to your manager?

You'd like to help yet offer to transfer the call if you're not able to resolve the issue.

What is the goal of reframing conversations with customers?

all of these answers: - position yourself as honest and transparent - move the interaction forward positively - proactively provide next steps so customers know exactly what to expect

Which is not an approach Myra recommends for dealing with demanding customers?

disconnect the call While it may become necessary to end a call with an unreasonable customer, this is something that you need to discuss within your organization.

Based on Myra's description of "pushing," which of these is not an example of pushing with a customer?

listening with the intent to understand the customer

What is the goal of resolving the issue?

resolving the issue or explaining what happens next, or explaining why the problem can't be resolved Resolve the issue is about explaining what happens next, or why the problem can't be resolved.

Listening with the intent to understand is an example of what?

seeking to understand through listening With this level of listening, you seek to understand the other person. You don't interrupt or make assumptions. Your only focus is on understanding the customer's perspective.

Which of these is not an aspect of positive positioning?

under-promising and over-delivering to position yourself to exceed customer expectations Positive positioning is about delivering a message in a positive way, and in such a way that minimizes an adverse reaction.