A.very ineffective B.somewhat ineffective C.neither effective nor ineffective D.somewhat effective E.very effective
Rate the effectiveness of each action listed below for dealing with an angry customer who has come to you with a complaint.
1.Outlining reasons why the customer's concern is not right.
2. Asking for the customer's ideas about how to best deal with the concern.
3.Listening to the customer's concern and saying nothing.
4.Asking questions about specific reasons why the customer is upset.
5.Referring the customer to a more experienced coworker.
6.Listening to and understanding how the customer feels about the situation.