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Conflict Resolution (5.14)

The document provides a conflict resolution guide with 8 multiple choice or true/false questions about resolving customer complaints. It addresses key steps like listening to understand the real problem, getting on the same page with the customer, taking action to validate facts and pacify the customer, and confirming agreement on a solution before assuming the problem is resolved.

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78 views2 pages

Conflict Resolution (5.14)

The document provides a conflict resolution guide with 8 multiple choice or true/false questions about resolving customer complaints. It addresses key steps like listening to understand the real problem, getting on the same page with the customer, taking action to validate facts and pacify the customer, and confirming agreement on a solution before assuming the problem is resolved.

Uploaded by

api-27601960
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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CONFLICT RESOLUTION (5.

14)

1. What is the maximum amount of time you have with a complainer to begin offering
solutions to their complaint. _________________

2. What do you believe is the most important of the four step complaint-resolution process
and why?

3. To establish a position for mutual discussion, if your customer stands you should be
seated to show interest in your customer’s problem. (T/F)

4. An angry person is more likely to tell you symptoms than the real problems. (T/F)

5. You should always listen attentively to your customer and never ask them to further
explain what they mean. (T/F)

6. Taking action after hearing the complaint will solve two purposes: first, it will determine
the validity of the facts; and second, ______________________________

7. After you have agreed on what action to take, you should repeat it back to your customer
and ask your customer if it is agreeable. (T/F)

8. When you believe the problem has been solved, it is logical to assume that your
customer also agrees. (T/F)
CONFLICT RESOLUTION (5.14)

ANSWERS Conflict Resolution 5.14

1. 4 minutes
2. Getting on the same wave length with your customer to begin a meaningful dialog
3. False
4. True
5. False
6. Pacify the customer
7. True
8. False

There were no associated quality vocabulary words with this section.

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