Deck 7: Coping With Challenging Customers

Question 1

Customers who frequently pay bills late or not at all, who makes excuses for their actions and who blame others for their problems are .

A)noncommittal
B)empathetic
C)self-sufficient
D)immature

Answer 1

D

Question 2

List and explain five characteristics of challenging customers.

Answer 2

Characteristics of challenging customers:
a.Non-English speaking.
b.Older.
c.Impatient.d.Angry.
e.Analytical.
f.Noncommittal.
g.Superior.
h.Immature.
i.Talkative.
j.Special needs.

Question 3

What type of customer do you find to be the most challenging and why?

Answer 3

Describe your own challenging customer

Question 4

When communicating with angry customers, it is most effective to:

A)yell louder than they yell.
B)pass them off to a co-worker.
C)roll our eyes.
D)ask them to explain their situation and attempt to find effective solutions.

Question 5

A customer who has difficulty in making decisions and who may be seeking more information would be classified as a:

A)superior customer.
B)special needs customer.
C)angry customer.
D)noncommittal customers.

Question 6

The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as:

A)sympathy.
B)niceness.
C)empathy.
D)cantankerousness.

Question 7

Contrast empathy and sympathy.Which is more productive?

Question 8

Share a situation in which you gave a customer incorrect information and then corrected your mistake.

Question 9

Why are some customers challenging to one individual and not to another?

Question 10

Explain responsibility check.

Question 11

How can you end a discussion with overly talkative customers without offending them?

Question 12

Why is it important to end every customer interaction on a positive note?

Question 13

What are some of the payoffs of coping with challenging customers?

Question 14

When a customer is unhappy with us for not providing them with outstanding customer service, it is helpful to conduct a silent to determine who is really responsible for the situation.

A)responsibility check
B)co-production analysis
C)review
D)rebuke

Question 15

What are some methods of response to an angry customer who becomes verbally abusive?