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:

Alzheimer's

A progressive neurodegenerative disease characterized by memory loss, cognitive decline, and personality changes, resulting from the death of brain cells and the breakdown of connections between them.

Alzheimer's Disease

A progressive neurological disorder marked by memory loss, cognitive decline, and personality changes, leading to severe dementia.

Brain Reserve

The concept that the brain has a capacity to compensate for injury or disease through cognitive tasks by using pre-existing cognitive processing approaches or networks.

Intellectual Skills

Abilities related to the cognitive processes of understanding, reasoning, problem solving, and learning.