CUSTOMER SERVICE CH7 QUESTIONS WITH ACTUAL SOLUTIONS.

CUSTOMER SERVICE CH7 QUESTIONS
WITH ACTUAL SOLUTIONS.

How should CSRs deal with extreme customers? - ANSWER: To deal with extreme
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customers, CSRs should apply special skills in order to access and respond to
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complaints.
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Describe Quiet Customers. - ANSWER: Quiet customers are the ones who don't
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communicate problems-they let their complaints build up to the point that they think it's
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easier to simply leave rather than address the issue.
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Describe a vocal or angry customer. - ANSWER: Unlike other customers, those that
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are vocal/angry do not respond to reason or goodwill and might become abusive,
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personal, or even threatening.
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What are the five categories of silent customers? - ANSWER: -The satisfied client
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-The accumulator
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-The thinker
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-The runnervv vv



-The busy bee
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What should a CSR do when a customer would only be satisfied by talking to a
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supervisor? - ANSWER: A CSR should first collect all the information relevant to the
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problem at hand then present it to a manager.
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List reasons why angry customers behave the way they do. - ANSWER: -They have
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had prior bad experiences
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-They felt as if they would get the run around
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-They resent potential loss of memory
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-They dislike being inconvenienced and having waste more of their time
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-They felt a loss of control
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When you ease a company complaint by saying "I understand" or "what can I to help",
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what message are you sending? - ANSWER: That you aren't necessarily agreeing
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with the customer's position, only with his/her right ti be angry.
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Once a CSR has gathered all the facts concerning a complaint, what should be done
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next? - ANSWER: When the facts are gathered , tell the consumer what steps you
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plan to take to solve the problem. Always follow through on your promise to get the
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problem resolved.
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