St.George Bank made a commitment to improving customer service.The program of improvements includes methods for creating opportunities while resolving complaints.One way St.George does this is by appropriately handling complaints from angry customers.What response does the bank teach employees to use when customers are angry?
A)Do not waste time with apologies.
B)Deal with the anger as well as the issue.
C)Keep the discussion focused on the issue, not emotions.
D)View complaints as a problem-an unwelcome 'moment of truth'.
E)Transfer an angry caller to other employees until the customer calms down.

Question

Quizplus · Accepted Answer

St.George Bank teaches employees to deal with the anger as well as the issue when customers are angry. This means acknowledging the customer's emotions and addressing them while also working to resolve the problem that caused the complaint. This approach can help to defuse the customer's anger and build trust and loyalty.

StGeorge Bank Made a Commitment to Improving Customer Service