Challenging Customers

The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as:

• sympathy

• niceness

• empathy

• cantankerousness

Customers who frequently pay bills late or not at all, who makes excuses for their actions and who blame others for their problems are __________________.

• noncommittal

• empathetic

• self-sufficient

• immature

When a customer is unhappy with us for not providing them with outstanding customer service, it is helpful to conduct a silent ___________ to determine who is really responsible for the situation.

• responsibility check

• co-production analysis

• review

• rebuke

When communicating with angry customers, it is most effective to:

• yell louder than they yell.

• pass them off to a co-worker

• roll our eyes

• ask them to explain their situation and attempt to find effective solutions.

A customer who has difficulty in making decisions and who may be seeking more information would be classified as a:

• superior customer

• special needs customer

• angry customer

• noncommittal customers