Homework Help: Questions and Answers: You answer the phone and a customer immediately starts yelling. The problem the customer is experiencing isn’t clear, even after they finish venting. What should you do next?
a) Ask the customer what would be a great outcome for them on this issue.
b) Promise to solve the customer’s issue ASAP.
c) For clarification, do your best to reiterate to the customer what you think, their issue is.
d) Escalate the issue to your supervisor.
Answer:
First, let’s understand situation: The customer is upset and yelling; and the problem isn’t clear, even after they’ve finished venting. Now we need to handle this professionally and effectively.
When dealing with a customer who is yelling and whose problem is unclear, the best approach involves both calming the customer and clarifying the issue. Let’s evaluate each option step by step:
Given Options: Step by Step Answering
a) Ask the customer what would be a great outcome for them on this issue
- This option could be premature since the customer’s exact issue isn’t clear yet. It may be better to first understand the problem before discussing outcomes.
b) Promise to solve the customer’s issue ASAP
- Making a promise without understanding the issue can be risky. It’s important to first understand what the problem is before committing to a solution timeline.
c) For clarification, do your best to reiterate to the customer what you think their issue is
- This is a good approach, it focuses on active listening and ensuring that you understand the customer’s problem. By reiterating what you believe the issue to be, you can confirm whether you’ve correctly understood the problem or if more details are needed.
d) Escalate the issue to your supervisor
- This is premature as we haven’t attempted to understand or resolve the issue ourselves. It’s best to handle the situation yourself before involving a supervisor, unless the issue is beyond your capability or authority to resolve.
Final Answer:
Based on the above analysis, the most appropriate next step is option (c):
c) For clarification, do your best to reiterate to the customer what you think their issue is
This approach shows the customer you’ve been listening. It helps clarify the actual problem and can calm the customer by demonstrating your engagement. It’s a necessary step before attempting to resolve the issue or considering escalation.
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