CONFLICT RESOLUTION (5.

14)

1. What is the maximum amount of time you have with a complainer to begin offering
solutions to their complaint. _________________

2. What do you believe is the most important of the four step complaint-resolution process
and why?

3. To establish a position for mutual discussion, if your customer stands you should be
seated to show interest in your customer’s problem. (T/F)

4. An angry person is more likely to tell you symptoms than the real problems. (T/F)

5. You should always listen attentively to your customer and never ask them to further
explain what they mean. (T/F)

6. Taking action after hearing the complaint will solve two purposes: first, it will determine
the validity of the facts; and second, ______________________________

7. After you have agreed on what action to take, you should repeat it back to your customer
and ask your customer if it is agreeable. (T/F)

8. When you believe the problem has been solved, it is logical to assume that your
customer also agrees. (T/F)
 CONFLICT RESOLUTION (5.14)

ANSWERS Conflict Resolution 5.14

1. 4 minutes
2. Getting on the same wave length with your customer to begin a meaningful dialog
3. False
4. True
5. False
6. Pacify the customer
7. True
8. False

There were no associated quality vocabulary words with this section.