#11 How to Handle the Irate Customer Workbook Telephone Dr

Front

In order to handle irate calls effectively, it's important to remember that you:

Back

are merely the lighting rod for the customer's anger

Front

In handling an irate call, you may have to spend as much as 80% of your time soothing the customer's feelings.

Back

True

Front

Which of the following are the first steps to be taken in giving the best possible service to an irate customer?
Options:
Place the customer on hold and notify your supervisor.
Refer them to your supervisor.
Apologize for the problem.

Back

Apologize for the problem.

Front

Once you've taken that first step, what should you do next?

Back

Sympathize with the customer's feelings

Front

In reality, you accept responsibility for the customer's problem the moment you: answer the phone on behalf of the company, apologize to the customer, offer to help

Back

answer the phone on behalf of the company

Front

Offering a sincere apology to the irate customer and sympathizing with his/her feelings is enough to satisfy most people, even if you don't actually help them.

Back

True

Front

Using correct techniques will allow you to satisfy:

Back

most people most of the time

Front

Realistically, we have to expect that a certain percentage of irate customers are going to swear, and there's nothing we can do about it.

Back

True

Front

Offering irate customers an excuse for their problem is the same as telling them:

Back

"I'm not going to help you."

Front

It's okay to hang up on a customer who swears or becomes abusive.

Back

False