An Angry Customer Can Make You Angry Too

question 19

Multiple Choice

An angry customer can make you angry too. However, it is crucial that ________.

• A) you ensure you continue to sell your product or service
• B) you stay calm, ask the customer to explain the situation, and do not interrupt the customer as she speaks
• C) you make your points to the customer
• D) once the sale is made, you do not go back to this person

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Definitions:

Corporate Restructuring

The process of significantly changing the structure, operations, or financial setup of a corporation to increase its profitability or efficiency.

Managerial Incompetence

A lack of the necessary skills, abilities, or knowledge for effective management and leadership within an organization.

Employee Resistance

Opposition or pushback by employees against changes or policies implemented by management, often due to fear of the unknown or loss of status.

Incongruent Organizational

Referring to a mismatch or lack of alignment between various aspects of an organization, such as its culture, goals, practices, and employee perceptions or behaviors.