N2CPCS8-1
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Question 1 of 5
Customers may be challenging because of:
Standards
Data
Policies
Emotions
When dealing with a challenging customer, a member of staff should always:
Listen carefully
Escalate upwards
Use closed questions
Agree with the customer
An assertive person:
Respects the opinions of others
Always expects to win an argument
Does not expect others to achieve
Has poor listening skills
When a customer re-opens a matter they ask for:
A full refund and replacement product
The same complaint to be looked at again
A resolution not covered by procedures
A different complaint to be investigated
When a customer escalates a matter they are usually:
Dissatisfied with the outcome
Unreasonable about the outcome
Agreeing with the outcome
Changing the outcome
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