Know how to respond to complaints
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Question 1 of 3
Which five strategies are helpful when responding to individuals making complaints?
Remain calm and professional
Make the person understand you are right
Agree on actions based on their concerns
Don't respond until you have spoken to your manager
Be prepared to admit you are wrong
Listen carefully
Clarify the problem, as they see it
Make assumptions
Is the following statement true or false? When dealing with an angry or irate person, stay calm unless they insult you, in which case you are within your rights to defend yourself and your reputation in what ever way you deem appropriate.
FALSE
TRUE
Is the following statement true or false? When dealing with an angry or irate person, stay purposefully calm and be assertive, not aggressive.
TRUE
FALSE
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