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Author Question: The following are human relations principles that convey appropriate tone to customers: (Read 135 times)

JGIBBSON

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on: Mar 30, 2020

Question 1

When employees are dealing with a chronic complainer (the "customer from hell"), it is important to:
◦ accept their interpretation of the problems without questioning it.
◦ repeatedly apologize.
◦ force the customer to pose a solution, especially if he or she does not like yours.
◦ All of the above.

Question 2

The following are human relations principles that convey appropriate tone to customers:
◦ express ideas in ways that convey "what's in it for me" to customers.
◦ be aggressive in phrasing in order to convey the importance of your message.
◦ use I-centered phrasing to be sure they understand you.
◦ talk to people as groups, not as individuals to avoid offending.
Customer Service: Career Success Through Customer Loyalty ¦ Timm ¦ 6th Edition
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Marked as best answer by JGIBBSON on Mar 30, 2020

bimper21

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Reply #1 on: Mar 30, 2020
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JGIBBSON

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Reply 2 on: Mar 30, 2020
Wow, this really help

coreycathey

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Reply 3 on: Yesterday
Great answer, keep it coming :)

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