CONFLICT RESOLUTION (5.
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. 2. 3. 4. 5. 6. 7. 8. 4 minutes Getting on the same wave length with your customer to begin a meaningful dialog False True False Pacify the customer True False
There were no associated quality vocabulary words with this section.