Advanced De-Escalation Questions Quiz! Trivia

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| By Catherine Halcomb

Catherine Halcomb

Community Contributor

Quizzes Created: 1384 | Total Attempts: 6,222,662

Questions: 10 | Attempts: 244 | Updated: Mar 19, 2023

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Advanced De-escalation Questions Quiz! Trivia - Quiz

When customers call customer care they may exhibit different reactions or be hard to deal with and this is why it is important for an agent to know how to deal with different types of customers and the emotions they exhibit while calling. Do you think you are well equipped to answer the advanced de-escalation questions and diffuse any situation? Test yourself and find new ways to deal with clients.

Questions and Answers

1.

If a customer starts off a call by yelling, you should immediately park the call for a supervisor.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
It is not necessary to immediately park the call for a supervisor if a customer starts off by yelling. While it may be challenging to handle an angry or upset customer, it is important to remain calm and try to address their concerns. Attempting to de-escalate the situation and resolve the issue directly is often the best approach. Only in extreme cases where the customer becomes abusive or the situation cannot be resolved should a supervisor be involved. Therefore, the statement is false.

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2.

If a customer uses fowl language, you should:
- A.
  
  Also use fowl language
- B.
  
  Ask customer to keep things professional
- C.
  
  Ignore it if it isn’t specifically directed at you
- D.
  
  Park the call for a supervisor
Correct Answer
C. Ignore it if it isn’t specifically directed at you

Explanation
Ignoring foul language if it isn't specifically directed at you is the appropriate response in this situation. Engaging in a similar manner would only escalate the situation and is unprofessional. Asking the customer to keep things professional may also be an option, but it could potentially further aggravate the customer. Parking the call for a supervisor should be reserved for extreme cases where immediate assistance or intervention is required.

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0
1
3.

To be a protagonist for the customer means to be:
- A.
  
  A proponent for or advocate of the customer
- B.
  
  Actively opposing to the customer
- C.
  
  Referring to 3rd Party
- D.
  
  Condescending
Correct Answer
A. A proponent for or advocate of the customer

Explanation
Being a protagonist for the customer means being a proponent for or advocate of the customer. This implies actively supporting and defending the customer's interests, needs, and preferences. It involves acting in their best interest and ensuring their satisfaction. This role requires understanding and empathizing with the customer, advocating for their rights, and striving to meet their expectations. By being a protagonist for the customer, businesses can build trust, loyalty, and long-term relationships with their customers.

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4.

To Stonewall a customer means:
- A.
  
  Give an explanation that is set in stone.
- B.
  
  To refuse to answer or cooperate. Resist, Rebuff.
- C.
  
  Give a thorough explanation of each option available to the customer.
- D.
  
  To hang up on the customer
Correct Answer
B. To refuse to answer or cooperate. Resist, Rebuff.

Explanation
Stonewalling a customer refers to the act of refusing to answer their questions or cooperate with their requests. It involves resisting and rebuffing their inquiries or demands. This behavior can be frustrating for the customer as it hinders their ability to get the assistance or information they need.

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5.

What should you not do if a customer asks for a supervisor at the beginning of your call?
- A.
  
  Explain that you will get a supervisor (And get one involved)
- B.
  
  Deny Request (Explain that supervisors won’t be able to provide troubleshooting on technical issues)
- C.
  
  If it is an issue that you are familiar with offer to fix it
- D.
  
  Ask what the issue is to save some time for the customer (Explain that supervisors won’t be able to provide troubleshooting on technical issues)
Correct Answer
B. Deny Request (Explain that supervisors won’t be able to provide troubleshooting on technical issues)

Explanation
If a customer asks for a supervisor at the beginning of your call, you should not deny their request. Instead, you should explain to the customer that supervisors won't be able to provide troubleshooting on technical issues. This is important because denying the request may lead to dissatisfaction and frustration from the customer. By explaining the limitations of supervisors in resolving technical issues, you can manage the customer's expectations and offer alternative solutions or assistance.

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6.

If all else fails, don’t:
- A.
  
  Park the call for Supervisor
- B.
  
  Transfer the call to the person next to you. Have them pretend to be a supervisor
- C.
  
  Keep the call professional
- D.
  
  If a sup is not available (After-hours, weekends etc.) Offer to get a call back arranged
Correct Answer
B. Transfer the call to the person next to you. Have them pretend to be a supervisor
7.

Which of the following is not conducive to Active Listening?
- A.
  
  Sending a Txt Message
- B.
  
  Looking at ADMs
- C.
  
  Multi-tasking
- D.
  
  Reading emails
Correct Answer(s)
A. Sending a Txt Message
B. Looking at ADMs
C. Multi-tasking
D. Reading emails

Explanation
Active listening requires full attention and focus on the speaker. Sending a text message, looking at ADMs (Assistive Listening Devices), multitasking, and reading emails are all distractions that can hinder active listening. These activities divert attention away from the speaker and prevent the listener from fully engaging in the conversation.

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8.

Which of the following is are valid strategies for reducing sup calls:
- A.
  
  Active listening
- B.
  
  Never give ultimatums
- C.
  
  Watch the tone of your voice
- D.
  
  Transferring the call to the person next to you
Correct Answer(s)
A. Active listening
B. Never give ultimatums
C. Watch the tone of your voice

Explanation
Active listening, never giving ultimatums, and watching the tone of your voice are all valid strategies for reducing support calls. Active listening involves fully focusing on the customer, understanding their concerns, and providing appropriate solutions. Never giving ultimatums means avoiding making threats or giving customers limited options, which can escalate the situation. Watching the tone of your voice refers to maintaining a calm and professional demeanor while speaking to customers, as a harsh or rude tone can aggravate the situation. Transferring the call to the person next to you is not mentioned as a valid strategy for reducing support calls.

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9.

Which of the following are not valid strategies for reducing sup calls:
- A.
  
  Stonewall customer
- B.
  
  Show sympathy
- C.
  
  Quote policies
- D.
  
  Be empathetic
Correct Answer(s)
A. Stonewall customer
B. Show sympathy
C. Quote policies

Explanation
The given answer states that "Stonewall customer," "Show sympathy," and "Quote policies" are not valid strategies for reducing sup calls. This implies that these strategies may not effectively address or resolve customer issues, leading to an increase in support calls. Being empathetic, on the other hand, can help establish a positive connection with customers and potentially reduce the need for additional support.

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10.

Which of these would be a good gauge to indicate when we should use strategies for de-escalation?
- A.
  
  Customer asks to speak to a supervisor
- B.
  
  Refer to 3rd party, manual, tech doc etc
- C.
  
  Customer is yelling
- D.
  
  If you don't know how to fix the issue
Correct Answer(s)
A. Customer asks to speak to a supervisor
B. Refer to 3rd party, manual, tech doc etc
C. Customer is yelling

Explanation
The given answer options indicate situations where de-escalation strategies may be necessary. When a customer asks to speak to a supervisor, it may indicate that they are dissatisfied or frustrated, and using de-escalation strategies can help address their concerns. Referring to third-party resources like manuals or tech documents can also be helpful in resolving issues and calming the customer. Additionally, when a customer is yelling, it is a clear sign that the situation is escalating and de-escalation strategies should be employed to defuse the tension.

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Current Version
Mar 19, 2023

Quiz Edited by
ProProfs Editorial Team
Aug 02, 2012

Quiz Created by
Catherine Halcomb

Advanced De-escALATion Questions Quiz! Trivia

If a customer starts off a call by yelling, you should immediately park the call for a supervisor.

If a customer uses fowl language, you should:

To be a protagonist for the customer means to be:

To Stonewall a customer means:

What should you not do if a customer asks for a supervisor at the beginning of your call?

If all else fails, don’t:

Which of the following is not conducive to Active Listening?

Which of the following is are valid strategies for reducing sup calls:

Which of the following are not valid strategies for reducing sup calls:

Which of these would be a good gauge to indicate when we should use strategies for de-escalation?