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.

---

Definitions:

Direct Labor-Hours

The total hours of work directly spent on the production of goods or the delivery of services.

Overapplied Manufacturing Overhead

A situation where the allocated manufacturing overhead costs for a period are more than the actual overhead costs incurred.

Finished Goods

Products that have completed the manufacturing process and are ready for sale to customers.

Journal Entry

A record in accounting that represents a transaction, where each entry includes debits and credits that total an equal amount.