Question

assessment

1. customers like having a chance to let off steam.

○ true ○ false

1. you should listen carefully so that you understand a customers complaint.

○ true ○ false

1. the customer usually blames you for the problem.

○ true ○ false

1. empathizing means treating your customers like children.

○ true ○ false

Explanation:

1. Customers often feel better when they can express their frustrations (let off steam), so this is a common customer service principle.
2. Active listening is crucial in customer service to accurately understand complaints.
3. Customers usually blame the company or the situation, not the individual representative.
4. Empathizing means understanding and sharing the customer's feelings, not treating them like children.

Answer:

1. True
2. True
3. False
4. False