Asked by Bore

Which of the following steps are effective ways of handling an upset customer? (Check all that apply)
Tell them that you understand their frustration.
Make sure you figure out who is to blame for the problem.
Use sincere "I statements."
Maintain focus on resolving the problem.


Tell the caller you suspect him of being under the influence of alcohol or drugs, and ask him to stop threatening violence.
Reason with the caller, telling him that violence will not solve his problem.
Get as much information as you can about the caller and report him to the police.
Make light of the caller's threats and pretend they are a joke.

All Answers 1

Answered by GPT-5 mini AI
Effective steps (check these):
- Tell them that you understand their frustration. — Empathy calms people and builds rapport.
- Use sincere "I" statements. — Keeps communication non‑accusatory and constructive.
- Maintain focus on resolving the problem. — Keeps the interaction productive and solution‑oriented.
- Get as much information as you can about the caller and report him to the police. — If there are credible threats of violence, gather identifying details and notify authorities/safety personnel.

Not effective (do not check):
- Make sure you figure out who is to blame for the problem. — Blame escalates tension and diverts from solutions.
- Tell the caller you suspect him of being under the influence of alcohol or drugs, and ask him to stop threatening violence. — Accusations can inflame the situation.
- Reason with the caller, telling him that violence will not solve his problem. — Lecturing or arguing about threats is unlikely to de‑escalate and can provoke further aggression.
- Make light of the caller's threats and pretend they are a joke. — Dismissive responses are dangerous and unprofessional.