If a Difficult Customer Becomes Abusive

question 37

Multiple Choice

If a difficult customer becomes abusive:

• A) Take the inappropriate behavior personally
• B) Expect conflict, but not accept abuse
• C) Yell back
• D) Ignore company policy and tell him or her to leave

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Definitions:

Obedience

The act of following orders or directions from an authority figure.

Experimenter

An individual conducting an experiment, especially in scientific research, to test a hypothesis or demonstrate a known fact.

Line-judgment Task

A psychological task used to study conformity, in which participants must match lines of different lengths.

Wrong Answer

An incorrect response to a question or problem, often resulting from misunderstanding the question or lack of knowledge about the subject.