Page 108 - DENG401_Advance Communication Skills

Unit 4: Working with Customers

9. An effective way to deal with an angry customer is to: Notes
(a) blame someone else (b) express anger yourself
(c) apologize (d) walk away until the customer is calm
10. How should you conclude a conversation with an angry customer?

(a) Minimize their problem (b) Ask open-ended questions
(c) Explain how you will help (d) Make small talk

4.12 Review Questions

1. You are working in a customer service call center and handling an irate customer who is
upset about a mistake you made. How should you deal with the customer?
2. Suppose you are helping to solve a customer’s problem with your company’s product, and
discover the customer has been misled about what the product can do. What do you say to
the customer?
3. Your lifelong goal is to be a script writer, but in the meantime, you are looking for a low-
key job with plenty of time to let you write. Someone suggests you try customer service.
Should you pursue a customer service job?

4. A customer contacts you, wanting a full refund for a product that was shipped late and to
the wrong address. How do you respond?
5. Your manager has been using Internet monitoring tools and doesn’t like what customers
are saying about your company’s products. She encourages you to post comments on
blogs that are more favorable. To protect your confidentiality, she suggests you do so
using a screen name. How do you handle this request?

Answers: Self Assessment

1. (d) 2. (b)
3. (c) 4. (a)
5. (a) 6. (c)

7. (b) 8. (d)
9. (c) 10. (a)

4.13 Further Readings

Books J. Mathew, Business Communication, RBSA Publishers, 2008, p. 260.
Meenakshi Raman, Prakash Singh, Business Communication, Oxford University
Press, 7th Impression 2008.
PD Chaturvedi, Mukesh Chaturvedi, Business Communication—Concepts, Cases and
Applications, 2007, Pearson Education.

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