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

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

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

The Disgusted customer is often in control.

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

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

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

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

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

A customer service provider should emphasize to their customers that their goal is to work with them as inefficiently as possible

A responsibility check is assessing a situation and determining if the customer knows that they are really at fault in the situation.

Respect is the ability to understand what someone is experiencing and to take action to assist in resolving the situation.

Showing anger to a customer is inappropriate.

Customers appreciate creativity in problem solving

Which of the following is NOT a word to use when dealing with customers?

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

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.

When communicating with angry customers, it is most effective to

To give someone special recognition or special regard is defined as:

Empathy is productive and active. It focuses on: