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How to Handle Challenges in Customer Service

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Sometimes you can quickly calm an irate customer by simply _____.

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1. Customers are usually upset when they have which of these problems?

2. Identifying potential problems before they actually happen is called being _____.

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About This Quiz & Worksheet

Understand some of the customer service challenges with this worksheet and quiz. You'll answer questions on how to better handle these challenges when they arise.

Quiz & Worksheet Goals

Use these study assessments to:

  • Understand how to simply calm an angered customer
  • Recognize what typically upsets customers
  • Determine what it means to prevent problems before they happen
  • Interpret the meaning behind how you say something, rather than what you say
  • Identify what customers do not want to hear about

Skills Practiced

Use the worksheet and quiz to practice the following skills:

  • Making connections - use understanding of what typically upsets customers to examine ways of preventing that from happening
  • Critical thinking - apply relevant concepts to examine information about customer service challenges in a different light
  • Knowledge application - use your knowledge to answer questions about simple solutions to potentially inflammatory customer service situations

Additional Learning

To explore this subject further, you can utilize this lesson entitled How to Handle Challenges in Customer Service. The following study objectives will be discussed:

  • Assess the basic job description for a position in customer service
  • Understand diffusion techniques
  • Recognize the importance of training and experience in handling difficult situations at work
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