A customer is complaining in an angry voice that a product is defective. You notice that the product is not defective; rather, the customer needs to be trained on how to use the product correctly. Select the two best actions to take when working with the customer.Stay calm to keep the situation from escalating.Match the customer’s level of anger to try to calm the customer down.Use good manners when speaking to the customer to show respect.Do not worry about the customer’s feelings; they are not important for business.Tell the customer they are wrong and there is nothing you can do.
Answer
A
Stay calm to keep the situation from escalating.
B
Match the customer’s level of anger to try to calm the customer down.
C
Use good manners when speaking to the customer to show respect.
D
Do not worry about the customer’s feelings; they are not important for business.
E
Tell the customer they are wrong and there is nothing you can do.
Explanation
Stay calm so the disagreement does not escalate, and use good manners to show the customer respect. Then you can explain and demonstrate how to use the product correctly. Matching the customer’s anger or bluntly telling them they are wrong is likely to make the situation worse.
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