You Are Confronted by an Angry Customer Who Feels They

question 23

Multiple Choice

You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for you?

• A) maintain a sad expression
• B) maintain a happy expression
• C) maintain a pleasant expression
• D) maintain a concerned expression
• E) maintain an angry expression

---

Definitions:

Identity

The way an individual perceives themselves and is recognized by others, often shaped by personal choices, societal roles, and cultural factors.

Adolescence

The transitional stage of physical and psychological development that occurs between childhood and adulthood, characterized by rapid physical growth and psychological changes.

Generativity

In Erikson's theory of psychosocial development, a stage where adults seek to contribute to society and support future generations.

Ego Integrity

A sense of completeness and fulfillment in life reached in old age, according to Erik Erikson's theory of psychosocial development.