Dealing with Irrational Customers and Escalating Complaints henson967 published on July 01, 20105 responses 0 « Previous Next » Questions in vertical order 1/4 Which of these characteristics does not generally occur when dealing with a customer that is abusive? Customer Attitude improves when underlying issue is satifacturaly address Personal insults are aimed directly at CSR Hostile tone is used when explaining the issue. The use of unacceptable language 2/4 Which approaches are suitable when dealing with emotional and unfocused customers? Hint: 2 choices Using confident language to guarantee the customer positive assistance Using open ended questions to encourage the cusomter to articiule the proble he is experiencing Allowing the customer to dictate the pace of the conversation Using closed ended questions to elicit specific information Empathizing with the customer to acknowledge the problem Using the customers name to keep his attention on the matter at hand. 3/4 Which of these actions should not be used in dealing with an abusive customer? Hint: 2 choices Resond to the customer in the same manner Remain professional Put the cusomter on hold until he calms down Terminate or esculate the call to a supperior in the call center Warn the caller that you cannot help if unacceptible language continues 4/4 As a CSR, Which strategies can you use to manage a rambling customer? Hint: 4 choices Be patient and listed carefulling, without interupting Acknowledge the cusotmer and the information provided Inform the custmer that you need to end the call, so you can start resolving the problem Use the cusotmers name and closed ended questions Politely interupt the cusomter, if the rambling goes on too long Use open ended questions
