Question

When speaking with a disgruntled customer on the telephone, you should consider?

1) Just hanging up.
2) Telling him or her to calm down.
3) Asking if he/she prefers to speak to a supervisor.
4) Saying what the customer wants to hear so he/she will be happy.

Answer 1

When speaking with a disgruntled customer on the telephone, consider choosing your words carefully, staying calm, avoiding blame, asking open-ended questions, re-stating what was said, focusing on problem-solving, and seeking support if needed.

Step-by-step explanation:

When speaking with a disgruntled customer on the telephone, it is important to consider the following:

1. Choose your words carefully so as not to inflame the situation.
2. Stay as calm as possible and listen to the other side of the story.
3. Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
4. Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
5. Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have a very affirming effect.
6. Focus on solving the problem, not blaming the other person.
7. If you're not able to resolve the conflict, you may choose to speak with your supervisor or HR department.

By following these strategies, you can effectively handle a conversation with a disgruntled customer and work towards a resolution.