Administrative Professional (CAP) · Question
What is the best way to handle a call from a dissatisfied client who is becoming aggressive?
Remaining calm, listening empathetically, and focusing on resolution or appropriate escalation are key to de-escalating difficult customer service situations.
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Question: What is the best way to handle a call from a dissatisfied client who is becoming aggressive?
Answer options: ✅ Listen empathetically, remain calm, and offer solutions or escalation.
- Transfer the call to a colleague immediately.
- Interrupt and firmly tell them to calm down.
- Hang up if they become too loud or abusive.
Correct answer: Listen empathetically, remain calm, and offer solutions or escalation.
Explanation: Remaining calm, listening empathetically, and focusing on resolution or appropriate escalation are key to de-escalating difficult customer service situations.
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Question explanations
- Which tab in Microsoft PowerPoint is used to apply predefined animation effects to individual objects on a sli
- When writing an internal memo, what tone is generally most appropriate?
- What is the primary purpose of a 'register' in records management?
- Which of the following is an example of an open-ended question?
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