CUSTOMER DE-ESCALATION

Question 1

_____ ______ are those who are not pleased with an employee’s interaction, may feel that they are not getting what they paid for, such as their services being out for a period of time and may have already received less-than-stellar assistance from a previous employee.

Answer 1

Escalated customers

Question 2

This customer thinks you don’t care about them and that they are not important, or of value, to you or to Comcast.

Answer 2

Perceived Indifference

Question 3

When a customer feels misled or misguided, the perception of insincerity builds mistrust.

Answer 3

Perceived Insincerity

Question 4

These issues arise when we fail to communicate effectively with customers and set clear expectations.

Answer 4

Poor Communication

Question 5

A lack of trust is developed when a customer must repeatedly call about a recurring issue.

Answer 5

Repeat Calls/Issues

Question 6

Recognize and accept your feelings, don’t take it personally, identify your Locus of Control, use voice control, don’t allow yourself to be pulled in and watch out for “emotional leakage

Answer 6

Manage Your Reaction

Question 7

a tool that you can use when working with angry or upset customers. It’s a list of useful skills that you should be aware of when handling customer’s problems.

Answer 7

LEAPP Problem Solving Model

Question 8

What is LEAPP mean?

Answer 8

Listen, Empathize, Acknowledge, Paraphrase/Probe and Present solutions

Question 9

Let the customer vent
Ask open-ended questions
Focus on what the customer is sayng
Listen for facts and feelings
listen for hidden clues
Let the customer finish before responding

Answer 9

Listen Actively

Question 10

Acknowledging the customer’s issues and feelings
Relating to the customer’s problem
Taking ownership of the problem

Answer 10

Empathize

Question 11

_____ is the ability to identify with and understand another person’s feelings or experiences.

Answer 11

Empathy

Question 12

Acknowledge the customer’s issue, paraphrase, resist interrupting, stay calm and non-defensive and show respect

Answer 12

Acknowledge and Accept Responsibility

Question 13

problem solving model for diffusing customers.

Answer 13

Personalized Probing

Question 14

Present options, Frame the solution in positive terms and follow through

Answer 14

Present Solutions

Question 15

Consider all of the facts available regarding the situation, find out whether it is a problem and identify the root cause of the problem

Answer 15

Identify the problem

Question 16

Consider the possible solutions

Look for resources

Choose a solution to recommend to your customer

Once you have customer approval, implement the solution

Answer 16

Resolve the Problem

Question 17

Identify the steps of Problem-Solving Model

Answer 17

Identify the problem, resolve the problem and Follow-up