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?
Make the person understand you are right
Make assumptions
Clarify the problem, as they see it
Don't respond until you have spoken to your manager
Listen carefully
Agree on actions based on their concerns
Remain calm and professional
Be prepared to admit you are wrong
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.
TRUE
FALSE
Is the following statement true or false? When dealing with an angry or irate person, stay purposefully calm and be assertive, not aggressive.
FALSE
TRUE
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