When confronted with an angry and emotional customer, the best first step toward service recovery is to
A. ask a coworker to take over handling the complaint to get a neutral perspective.
B. call security in case it is necessary to escort the person from the building.
C. gently but firms tell the person you will not tolerate being addressed in that tone of voice and turn away until he or she calms down.
D. match the person's voice in intensity and volume to gain control of the confrontation.
E. listen carefully and with empathy until the customer feels he or she has been heard.
Answer: E
You might also like to view...
A local university offers business courses for a target market of people who currently work and want to take refresher courses for certification in their business field (marketing, accounting, etc.). Which of the following would be the most effective way to communicate with the target market, bearing in mind that communication must be both effective and economical?
A. distribute promotional materials during classes B. advertise on national television C. advertise in the local newspaper D. put announcements on campus bulletin boards E. advertise on local hip-hop radio shows
Which level of a data flow diagram is used to produce program code and database tables?
a. context level b. elementary level c. intermediate level d. prototype level
Why are auction sales and sales "otherwise by authority of law" excluded from the CISG?
What will be an ideal response?
The general rule for a new startup is to
a. avoid seeking investment for as long as possible b. try to get as much funding as possible as soon as possible c. to immediately line up one committed investor with deep pockets d. seek many small investments from a wide range of people right away