Mary works as a customer service representative. She often has to deal with customers who are frustrated or angry. What could you suggest that would assist her in dealing with such customers?
A) Remain calm and try to empathize with the customer's situation.
B) Be enthusiastic and energetic.
C) Plan for the customer's future needs and desires.
D) Keep the customer notified about work-in-progress.

Question

Quizplus · Accepted Answer

Remaining calm and empathizing with the customer's situation is the best option when dealing with frustrated or angry customers. This can help deescalate the situation and make the customer feel heard and understood. Being enthusiastic or planning for future needs may not be effective in the moment of the customer's frustration, and keeping them notified about work-in-progress may not address their immediate concerns.

Mary Works as a Customer Service Representative