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:

Direct Labor

The workforce engaged in the production process, directly involved in manufacturing goods or providing services, whose costs are easily traceable to specific units or projects.

Department 1

A nonspecific term that may refer to the first sector, division, or segment within an organization, requiring further context for a precise definition.

Applied Factory Overhead

The allocation of manufacturing overhead costs to actual production, based on a predetermined rate or formula.

Continuous Process

A production process that operates continuously without interruption to manufacture products or process materials in an unending flow.