Problem solving is an active resolution to a challenging situation.

• True

• False

The assertive customer often exaggerates the problem, so the customer-contact employee has to listen carefully and also read between the lines to gather all the facts

• True

• False

The whining customer needs to be heard and know that employees care.

• True

• False

Aggressive customers think their needs and demands are superior to everybody else’s.

• True

• False

The Disgusted customer is often in control.

• True

• False

The aggressive customer is self-focused instead of solution centered.

• True

• False

Always join an aggressive customer in a shouting match or try to match her aggression.

• True

• False

The whining customer will often repeat details of the complaints, over and over.

• True

• False

It’s not your responsibility to remain calm and ‘sane’ while the angry customer is still in a fit.

• True

• False

The Disappointed customer is both upset and in control at the same time.

• True

• False