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:

Financial Statements

Formal records of the financial activities and position of a business, person, or other entity, which typically includes the balance sheet, income statement, and cash flow statement.

Not-for-profit Organizations

Entities that operate for purposes other than generating profit, focusing instead on public or social objectives.

External Reporting

refers to the process of preparing and disclosing financial statements and other information to outside users such as investors, creditors, and regulatory agencies.

Amortization Period

The length of time over which the principal and interest of a loan or mortgage are scheduled to be paid down to zero.