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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Definitions:

Finance Lease

A type of lease agreement in which the lessee effectively obtains ownership of the asset by the end of the lease term, usually involving payment of the asset's full value over time.

Lessee

A person or entity who leases property or equipment from another, the lessor, under a lease agreement.

Right-Of-Use Asset

An asset that represents a lessee's right to use an underlying asset for the lease term under an agreement.

Debt-To-Equity Ratio

The ratio highlights the balance of debt and equity used in the financial structuring of a company's assets.