Final answer:
The statement is true, as CSRs must deploy advanced skills to address and resolve extreme customer complaints effectively. Utilizing metacognition and problem-solving strategies, such as in the Gavi's Fast Food Restaurant example, demonstrates the importance of professional and resourceful internal and external customer service.
Step-by-step explanation:
The statement that when dealing with extreme customers, CSRs need to apply special skills in order to access and respond to complaints is true. Customer Service Representatives (CSRs) often face challenging situations with customers who display strong emotions or present complicated issues. In these circumstances, it's crucial to have a set of advanced customer service skills to effectively handle the situation. This can involve using metacognition to reflect on the emotions involved and find the best way to resolve the customer's concerns.
For example, consider the scenario at Gavi's Fast Food Restaurant. Here, the lunch-hour manager used problem-solving skills and took decisive action by installing floor markings to guide customers. This quick resolution led to improved efficiency during peak times and reduced stress for both customers and staff, showcasing the importance of resourceful and professional responses to complaints.
In addition, viewing your manager as an important internal customer means delivering exceptional customer service internally can result in positive feedback, and present future opportunities for job satisfaction and career growth.