Zendesk Certification Training Exam V2
Edition Zendesk Academy (Latest Update
) Questions & Answers {Grade
A} 100% Correct
What are five categories categories in why customers turn abusive? - correct answer -
career (loss of job, feeling stuck in a job they hate)
- relationships (having challenges, being dumped, going through a divorce,
friend/relative problems, etc)
- finances (lack of money, loss of house, in a costly lawsuit, etc)
- health (diagnosis of cancer, has a sick kid, lost someone recently)
- overall well-being (habit of being abusive to customer service reps)
Which scenario exemplifies a customer who will most likely become abusive in a
customer service interaction? - correct answer Nadia lost her job after 10 years of
service
, What is the first step in dealing with abusive customers? - correct answer assessing
why the customer is so upset
How can you serve abusive customers? - correct answer finding the answers to:
- why is the customer so upset?
- what does the customer want at the end of the transaction?
- what can you do to solve their problem?
What does every customer need to feel? - correct answer - heard
- understood
-cared for
Edition Zendesk Academy (Latest Update
) Questions & Answers {Grade
A} 100% Correct
What are five categories categories in why customers turn abusive? - correct answer -
career (loss of job, feeling stuck in a job they hate)
- relationships (having challenges, being dumped, going through a divorce,
friend/relative problems, etc)
- finances (lack of money, loss of house, in a costly lawsuit, etc)
- health (diagnosis of cancer, has a sick kid, lost someone recently)
- overall well-being (habit of being abusive to customer service reps)
Which scenario exemplifies a customer who will most likely become abusive in a
customer service interaction? - correct answer Nadia lost her job after 10 years of
service
, What is the first step in dealing with abusive customers? - correct answer assessing
why the customer is so upset
How can you serve abusive customers? - correct answer finding the answers to:
- why is the customer so upset?
- what does the customer want at the end of the transaction?
- what can you do to solve their problem?
What does every customer need to feel? - correct answer - heard
- understood
-cared for
