When Confronted with an Angry and Emotional Customer, the Best

question 67

Multiple Choice

When confronted with an angry and emotional customer, the best first step toward service recovery is to

• A)call security in case it is necessary to escort the person from the building.
• B)match the person's voice in intensity and volume to gain control of the confrontation.
• 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)listen carefully and with empathy until the customer feels he or she has been heard.
• E)ask a coworker to take over handling the complaint to get a neutral perspective.

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