Know how to respond to complaints
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Question 1 of 3
Which of the strategies below are helpful when responding to those making complaints? Select the five correct answers.
Assume that they are right and you are wrong
Remain calm and professional
Clarify the problem as they understand it
Make the person understand that you are right
Listen carefully to what they have to say
Agree on an action plan based on their concerns
Be prepared to admit that you may be wrong
Don’t respond at all until you have spoken to your manager
Is the following statement true or false? When dealing with an irate or angry person, stay purposefully calm. Be assertive but not aggressive.
TRUE
FALSE
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
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