Complete this 12 question quiz to become an “Angry Customer Call” specialist. To become a specialist, you will need to answer 10 of the 12 questions correctly.
Remember, these questions are asked under the assumption that the angry customer is calling because your company made a mistake.
Handling Angry Customers Quiz
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Question 1 of 12
1. Question
When a customer calls in angry, what should be our first response?
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Question 2 of 12
2. Question
Which of these phrases should you avoid at all costs with angry customers?
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Question 3 of 12
3. Question
TRUE OR FALSE: It’s ok to get defensive & critical if a customer yells at you when they call.
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Question 4 of 12
4. Question
TRUE OR FALSE: Angry customer calls should always be transferred to your manager or supervisor.
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Question 5 of 12
5. Question
TRUE OR FALSE: We should assure angry customers that they will not be responsible to pay for our mistakes.
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Question 6 of 12
6. Question
TRUE OR FALSE: It’s ok to tell a customer “no” if we are not able to help them fix this issue.
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Question 7 of 12
7. Question
When is the best time to tell angry customers about potential fees?
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Question 8 of 12
8. Question
TRUE OR FALSE: When it comes to scheduling angry customers, we should make sure they know that they have to wait for the next available appointment for someone to come out.
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Question 9 of 12
9. Question
In the beginning of an angry customer call, when is the best time to ask the customer to tell us more about their issue?
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Question 10 of 12
10. Question
Which principles of the Pattern for Excellence should not be applied in angry customer calls?
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Question 11 of 12
11. Question
When is it appropriate to tell the customer they are out of line for yelling at you?
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Question 12 of 12
12. Question
TRUE OR FALSE: Using these principles, you will be able to resolve and book every single angry customer call you ever take again.
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