When Confronted with an Angry and Emotional Customer,the Best First

question 66

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 firmly 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:

Zone of Proliferation

A region in growing tissues, such as bones, where cells are actively dividing.

Long Bones

Bones that are longer than they are wide, primarily found in the limbs and functioning to support body weight and enable movement.

Endochondral Ossification

The process by which bone tissue is formed from cartilage, a key mechanism in the growth of long bones in the body.

Intramembranous Ossification

A process of bone development in which bone forms directly from mesenchymal tissue without a cartilage precursor.