The Most Effective Way to Handle a Difficult Customer Complaint

question 8

Multiple Choice

The most effective way to handle a difficult customer complaint is to:

• A) tell the customer you need to write down what they are saying, and then proceed to do so.
• B) excuse yourself, and find a manager.
• C) tell the customer that you will speak to them after they calm down.
• D) raise your voice so that it is louder than the customer's, thus allowing you to take control of the situation.
• E) tell the customer they will have to put their complaint in writing, and that nothing can be done until they do so.

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Definitions:

Disclosure

Revealing personal or sensitive information to others.

Pace

The speed or rate at which something happens or is done.

Feedback

Information provided about reactions to a product, a person's performance of a task, etc., used as a basis for improvement.

Group Interaction

The process of communication and interaction that takes place among members of a group, influencing dynamics, decision-making, and individual behavior.