Final answer:
It is false that CSRs who become defensive when handling complaints get positive results. A non-confrontational approach, focusing on empathy and resolutions, is more effective. Proper training, like the highly-rated anti-harassment tutorial, correlates with better workplace performance.
Step-by-step explanation:
The statement that customer service representatives (CSRs) who become defensive when dealing with customer complaints typically experience positive results is false. When CSRs react defensively, it often exacerbates the situation and can lead to decreased customer satisfaction. A more effective approach is to remain calm, empathetic, and solution-focused. For instance, effective CSRs listen to the customer attentively, acknowledge their concerns, and work towards a resolution in a non-confrontational manner.
In contrast, when employees are trained effectively, as suggested by an anti-harassment tutorial being rated as highly informative in the post-training survey, it indicates that employees value and absorb the information provided. This kind of positive feedback to training typically correlates with better performance in the workplace, including handling customer complaints.