Handling difficult conversations

After accepting a call, what is not important to say to a customer?

• Good morning/afternoon/evening/Hello

• Thank you for contacting MATCHES

• You're speaking with {your name}

• How can I help you today?

• What's the weather like where you are?

Answer explanation

This isn't important as it holds no value to the customers introduction. Although it could be used later during your conversation as small talk.

What is the minimum number of security questions we should ask a customer who is trying to gain access to an account or an order?

• 2

• 12

• 4

• 3

• 7

Match the following

• Listen

• Actively _

• Name

• Acknowledge the customer's _

• Query/Complaint

• Repeat their _

• Feelings

• Use the customers _ at least twice

Instead of excessive silence or "dead air" during a call, we should fill this with:

• reciting the phonetic alphabet

• putting the customer on hold

• invisible nods

• singing

• small talk

When dealing with an angry customer, we must _ ​ ​ ​

• remain calm
• be defensive

• transfer to a manager immediately

• hang up without trying to assist

Answer explanation

Remember to remain calm at all times.

The customer is never angry or upset with you in particular, but the situation at hand.

Do your best not to take their energy personally, and instead try to understand the situation from the customer's point of view.

Focus on the solution, rather than the insult.

When dealing with a rude customer, it's important to focus on the ​ (a)   We must not focus on the ​ (b)  

• solution.
• length of time the customer's been talking for.
• volume they're speaking at.
• insults said.

Answer explanation

We must stay calm, and professional and focus on the solution as opposed to the rude insults.

The quicker we are able to find a satisfactory resolution for the customer, the quicker we can resolve the case.

If a customer is venting, we should

• listen

• interrupt them

• hang up

• yawn loudly

Answer explanation

Actively listening also allows us to understand what the issue is and the root cause of their upset.

During this time, we can make notes of the points they are making to help us figure out how to proceed.

The customer will be more receptive to your resolution after understanding exactly what the customer wants, giving them a sense of control over the situation.

A customer has been cursing and using offensive language from the start of your call. Match the actions to the order of steps we should take them.

• Confirm with customer they understand

• Step 1

• Advise you will terminate the call

• Step 2

• Interrupt the customer

• Step 4 - if they continue cursing

• Advise you'll help if they stop cursing

• Step 5 - if they still continue cursing

• Inform you are terminating the call

• Step 3

Answer explanation

Although we intend to resolve any issue we're presented with for our customers, this does not mean we tolerate abuse.

We can advise the customer, "I'm happy to help look into this for you, but I cannot do so if you continue cursing. Is that understood?"

"If you continue swearing, I will have to terminate our call."

"As previously mentioned, I will now terminate our call due to the offensive language."

When it comes to assisting an anxious customer, we must:

Show (a)   Acknowledge​ (b)   Be ​ ​ (c)  

• empathy.
• concerns.
• aggressive.
• understanding.
• surroundings.
• off.

Answer explanation

We must show empathy, be understand acknowledge their concerns, and be understanding.

If a customer contacts with regards to an issue or concerns, it's our responsibility to:

• Seize the opportunity and snack on it.

• Seize the opportunity to give the case to someone else.

• Seize the opportunity and act on it.

• Seize the opportunity to tell the customer to call back later.

Answer explanation

We must seize the opportunity and act on it.