Question

A customer is angry because her insurance won't cover car damage. She insists on speaking with the president of the insurance company. What can an employee do to assist?

Answer 1

To assist an angry customer who wants to speak with the president of the insurance company, an employee should stay calm, actively listen, ask open-ended questions, and focus on finding a solution.

Step-by-step explanation:

When dealing with an angry customer who insists on speaking with the president of the insurance company, an employee can take the following steps to assist:

1. Stay calm and listen actively to the customer's concerns without suggesting that they are wrong.
2. Ask open-ended questions to understand their position and restate what you heard to show that you were listening.
3. Focus on finding a solution rather than blaming the customer and if unable to resolve the conflict, involve a supervisor or the HR department an employee should stay calm, actively listen, ask open-ended questions, and focus on finding a solution.