Managing Abusive Customers: Techniques, Safety & Stress Management


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question 1 of 3

How does listening diffuse angry customers?

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1. Mary is irate. She is returning a shirt that she washed in hot water and it shrank, although the tag clearly states that the shirt will shrink. What can a customer service representative apologize for to help?

2. What should you require from and give to customers in customer service?

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About This Quiz & Worksheet

Customer service should be a priority for all businesses. You will be tested on diffusing tense situations with customers, different kinds of abuse that a customer service representative might encounter and stress management techniques.

Quiz & Worksheet Goals

The lesson asks you to:

  • Point out something that should be required from and given to all customers
  • Describe the type of abuse that a customer service representative might face
  • Explain how listening helps calm upset customers

Skills Practiced

  • Knowledge application - use your knowledge to analyze a situation involving a customer that is upset about a shrunk shirt
  • Information recall - access the understanding you've gained about an unhealthy stress management technique
  • Interpreting information - verify that you can read information about different kinds of customer service representative abuse and interpret it correctly

Additional Learning

Supplement your understanding of this subject by reading the lesson named Managing Abusive Customers: Techniques, Safety & Stress Management. This lesson covers:

  • The importance of empathy vs. sympathy
  • Creating a plan of action while working with difficult customers
  • Setting physical boundaries with angry customers