When dealing with an abusive customer on the phone its important to hang up right away

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Contact Center Trends

By Celia CerdeiraOctober 20, 2022

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Celia Cerdeira

Célia Cerdeira has more than 20 years experience in the contact center industry. She imagines, designs, and brings to life the right content for awesome customer journeys. When she's not writing, you can find her chilling on the beach enjoying a freshly squeezed juice and reading a novel by some of her favorite authors.

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• 1. 

  Customers or Residents are more easily satisfied if their expectations are effectively managed.

  • A. 

    True

  • B. 

    False

• 2. 

  In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.

  • A. 

    True

  • B. 

    False

• 3. 

  Most upset customers will calm down if you offer a sincere apology.

  • A. 

    True

  • B. 

    False

• 4. 

  If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

  • A. 

    True

  • B. 

    False

• 5. 

  When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.

  • A. 

    True

  • B. 

    False

• 6. 

  When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.

  • A. 

    True

  • B. 

    False

• 7. 

  When dealing with an angry customer or resident face to face, making no eye contact and looking away will feel better for you and the customer.

  • A. 

    True

  • B. 

    False

• 8. 

  When dealing with an abusive customer on the phone, it's important to hang up right away.

  • A. 

    True

  • B. 

    False

• 9. 

  After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.

  • A. 

    True

  • B. 

    False

• 10. 

  Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.

  • A. 

    True

  • B. 

    False

• 11. 

  The most credible advertising is a satisfied customer.

  • A. 

    True

  • B. 

    False

When dealing with an angry customer Which of the following will help?

What are the 3 elements of customer service?

When answering a question from a customer you should first?

When communicating with a customer via email you should?