Strategies for Dealing with Difficult Customers


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Why is it important for customer service representatives to become familiar with strategies for dealing with difficult customers?

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1. Allowing a customer to tell you their story without interruption and checking in to make sure you've heard them correctly is referred to as _____.

2. A customer is angry about being charged full price for a pair of shoes that are now on sale less than a week later. The customer service representative offers her a 50% off coupon on her next purchase which she accepts. This is called making a _____.

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About This Quiz & Worksheet

Why is it important to put yourself in an angry customer's shoes? This quiz and worksheet is a convenient way to test your ability to answer this question and others about how to handle challenging customers encountered while working in call centers.

Quiz & Worksheet Goals

You'll be tested on the following:

  • The importance of customer service representatives knowing strategies for dealing with difficult customers
  • Allowing customers to talk without interruption and making sure you've heard them correctly
  • Resolving a customer issue by offering a discount
  • The importance of putting yourself in an angry customer's shoes
  • An effective phrase to use with a difficult customer

Skills Practiced

  • Information recall - access the knowledge you've gained about strategies for working with challenging customers in call centers, like listening to them without interrupting
  • Knowledge application - use your knowledge to answer a question about putting yourself in an angry customer's shoes
  • Interpreting information - verify that you can read information about resolving a customer issue by offering a discount and interpret it correctly

Additional Learning

To get a better understanding of this subject, head over to the lesson titled Strategies for Dealing with Difficult Customers. Here are some of the topics you'll find in this lesson:

  • Advances in technology and the potential damage to a company's reputation
  • An example of how to communicate with an angry customer
  • The importance of staying calm
  • What to do when a customer goes too far