When Dealing with an Abusive Customer on the Telephone

question 13

Multiple Choice

When dealing with an abusive customer on the telephone:

• A) do not let yourself become angry.
• B) look for points of agreement.
• C) hang up; you do not need to deal with verbal abuse.
• D) Both A and B

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Definitions:

Analytical Cognition

A cognitive style characterized by logical reasoning, systematic analysis, and a focus on objective evaluation of information.

Homogenous

Consisting of parts or elements that are all the same or similar in nature.

Cultural Evolution

The process by which societies and cultures change over time through mechanisms such as innovation, transmission, and selection.

Cultural Transmission

The process through which cultural beliefs, practices, and values are passed down from one generation to the next.