Customer Service

Chapter 5 Review Questions - Page 236
#1. False. You cannot control your customer’s behavior. However, you can control your response to their behavior, and you can develop the skills needed tohandle even the most difficult situations.
#2.
• Be empathetic to each customer’s needs
• Acknowledge and address the customer’s emotional state
• Learn to maintain a positive attitude
#3. Becausepessimistic generalizations can cause you to lose your perspective and can even influence your coworkers’ attitudes.
#4. Is the act of identifying with and understanding another person’s situation,feelings, and motives.
#5. False. Being empathetic does not mean you are responsible. The customer is responsible of any problem he or she has.
#6.
• Broken promises
• Long wait times
• Confusingtelephones menus
• Confusing user instructions or online help
• Unmet expectations
• Having to call or e-mail back repeatedly
• Having to repeat details previously provided
• Looming deadlines• Negative phrases, such as “That’s not our policy” or “ You’re wrong”
• Poor product quality
• Rude analysts
• Being placed on hold without being asked
• Being placed on hold for an extended periodof time
• Web sites that are difficult to navigate, inaccurate, or incomplete
• Web sites that fail to offer alternate ways to obtain support.
#7.
• Take a deep breath
• Smile on your face orthat you appear eager and caring
• Sit and stand up straight
• Get your notepad ready
#8. Venting is necessary for the customer’s well-being. Your challenge is to listen actively and look for cuesthat the customer is ready for you to begin taking control of the interaction.
#9. Pay attention to what is being said and how it is being said.
#10. The customer is likely to perceive that you werenot listening and become even more upset.
#11. It is imperative that you be respectful and genuine at the conversation.
#12. If you have been patient, clearly communicated that you case and...