When customers are angry, it is best to _____.
a. let them vent, then acknowledge their feelings
b. tell them you and your company are not responsible
c. tell them you will return later after they have calmed down
d. explain that you are unwilling to serve a client who is in a bad mood
Question 2
When a customer asks a question like How do you feel about the mess in Washington, how should you
respond?
a. Engage in a brief discussion of national politics.
b. Agree with the customer's views.
c. Politely turn the conversation to the HVAC problem.
d. Pretend not to have heard the question.
The nurse assists the patient in reflecting on his feelings
Possible Volcanic Vent
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Role-Playing a Situation in Which a Patient Is Frightened, Angry, or Anxious