Which of the following is the most important when dealing with a frustrated customer?
Parmi les éléments suivants, lequel est le plus important lorsque vous traitez avec un client frustré ?
Answers
ARedirecting them to online resourcesLes rediriger vers des ressources en ligne
BMaintaining a calm and empathetic demeanorGarder une attitude calme et empathique
CUsing technical jargon to assert authorityUtiliser le jargon technique pour affirmer l'autorité
DSpeaking quickly to resolve the issue fasterParler vite pour résoudre le problème plus rapidement
Correct answer: B — Maintaining a calm and empathetic demeanor
Staying calm and empathetic is what actually de-escalates. Speaking quickly tends to make a frustrated caller feel dismissed.
Rester calme et empathique désamorce réellement la situation.
MIFOTRA past paper · Question 46MIFOTRA Centralized ICT Acquisition Officer·4 marks·Hard