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
If you cannot restate the customer's incident in his own words, it is acceptable to __________. a. paraphrase the incident and ask the customer to verify your understanding of the situation b. transfer the incident to an analyst with more experience c. assume that you have correctly gathered the required information and begin trying to resolve the incident d. All of the above.
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
To understand customer behavior, you must strive to sympathize with what customers are experiencing.
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
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 __________. a. follow-through b. diligence c. follow-up d. responsiveness
False
An analyst may begin diagnosing the incident and developing an action plan before an irate customer has calmed down.
A
Best practice frameworks such as ___________ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations. a. ITIL b. ISO 20K c. ERP d. HDI
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.
False
If an analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident.
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
Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control? a. Learning to respond, not react b. Staying calm under pressure c. Getting ready for your next call d. Improving concentration
False
Self confidence is the act of using words to influence your thinking in a positive way.
C
Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of ___________. a. follow-through b. active listening c. follow-up d. responsiveness
C
To win over a difficult customer, what should an analyst do? a. Listen to the customer passively. b. Answer the call as quickly as possible, even if the analyst is not ready. c. Restate the situation and gain customer agreement. d. Let the customer control the call.
C
Typically, what does the left side of the brain handle? a. emotion b. sense of humor c. linear thinking d. creativity
B
Typically, what does the right side of the brain handle? a. memorized data b. versatility c. logical thinking d. All of the above
A
What do many service desks use to set customer expectations? a. SLAs b. QBEs c. SBRs d. Service Desk Analyst Guides
B
What does "letting a customer vent" mean? a. Listen to him passively b. Let the customer state any points he has written down. c. Make sure you understand the situation even if it means constantly interrupting the customer. d. Both A and B.
B
What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline? a. Take responsibility for the customer missing his deadline. b. Acknowledge the fact that the customer is upset. c. Politely tell the customer that he should have started his work earlier. d. Both A and B.
D
What should you do when you are listening actively to an irate customer describing his incident or complaint? a. Listen for the central theme of the customer's incident or complaint b. Try not to get bogged down by angry words or exaggerated statements c. Let the customer know that you will do all that you can to help. d. All of the above
D
What should you do when you are listening to an irate customer describing his incident? a. Take notes and be prepared to restate the customer's incident or complaint. b. Nod your had or use a verbal nod of the head to let the customer know you are listening. c. Incorporate encouraging verbal phrases at appropriate points in the conversation. d. All of the above.
False
When a person becomes extremely angry, the left side of the brain takes over.
A
When dealing with angry or abusive customers, which is the best course of action? a. Be aware of your company's policies regarding these types of issues. b. Transfer the customer to an analyst who doesn't get upset easily. c. Handle the customer as you see fit, even if it means threatening legal action. d. Hang up the phone immediately and make notes accordingly in the incident record.
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
When trying to calm yourself by taking a deep breath, what should you do? a. breathe in through your mouth b. breath in through your nose c. not worry if the customer hears or sees you breathing deeply d. Both A and C
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
Which calming technique also helps you keep up your energy and retain a positive attitude? a. Taking a deep breath. b. Counting to ten. c. Using mental pictures to influence your thinking in a positive way. d. Using words to influence your thinking in a positive way.
C
Which is an example of using positive imagery? a. Drawing a funny picture on a notepad. b. Imaging yourself in a bitter one-on-one battle with your customer. c. Replacing an image of an angry customer with someone you love. d. Mentally telling yourself that you know how to successfully handle this situation.
B
Which is comparable to the practice of "counting to three" before you speak? a. taking a deep breath b. sipping water c. using positive imagery d. using positive self-talk
C
Which is the first step when handling difficult customer situations? a. Let the customer vent. b. Listen actively c. Get focused. d. Acknowledge the customer's emotional state.
D
Which is true about customers? a. Some customers may teach analysts a thing or two. b. Some customers may collaborate with an analyst to resolve an incident. c. Some customers may be unrealistic and insist that analysts resolve their needs as soon as possible. d. All of the above.
D
Which is true about irate customers? a. Some customers will become irate even if you have done your very best. b. Customers typically start out being irate. c. Your challenge is to ensure that your actions do not drive customers to their irate state. d. Both A and C.
D
Which is true about the left and right sides of the brain? a. In most people, one side of the brain is dominant. b. Left-brained people must learn to acknowledge emotion. c. Right-brained people may tend to become emotional fairly quickly in a difficult situation. d. All of the above.
D
Which is true about using calming techniques to handle difficult situations? a. Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. b. Review a difficult call at a later time to see how you could have handled it better. c. Role-play a difficult situation with another analyst. d. All of the above
C
Which is true when handling difficult email messages from customers? a. Like phone calls, you should respond instantaneously to emails. This will let the customer know that you are ready to resolve his situation. b. If the customer's email is unclear, reply with the solution to the most likely incident. The customer will let you know if the incident is resolved. 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. d. All of the above.
B
Which will help you to unwind after a stressful situation? a. coffee b. nuts c. chocolate d. tea
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.
