Advanced De-escALATion Questions Quiz! Trivia

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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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.

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.

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.

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.

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.

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.

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.

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.