F. Challenging Callers

When a caller is yelling, you may be able to calm him down by doing this...

• Telling him to calm down

• Maintaining a low, calm tone of voice

• Hanging up

• Threatening to call the authorities

When a customer is upset, you should allow this before you begin to address the issue...

• Allow the customer to use abusive language

• Allow the customer to vent completely

• Allow yourself to count to ten

• Allow yourself to take a deep breath

When a caller is yelling at you, you should yell back to make them stop.

• True

• False

A Challenging Call may be all of the following except:

• Chatty Cathy

• Angry Caller

• A School Teacher

• Someone who needs technical support but is not tech savvy

When dealing with a difficult caller, you should use ...

• Empathy

• Your Opinion

• Outdoor Voice

• Techniques to trick them

Showing empathy means that you are doing this

• Thinking about something at home

• Thinking of what you are going to say next

• Putting yourself in their shoes

• Putting your feelings on your sleeve

An upset customer may to complain because

• He did not receive the service, product or good expected

• No reason at all

• He's spoile

• He's poor

One way of de-escalating an angry customer is to do this

• Cut the call short

• Transfer him/her

• Offer him extra acommodation for his inconvenience

• Nothing

You should never argue with an angry customer

• True

• False

Hanging up on a customer will get you fired

• True

• False