Black Friday discounts!
Why choose just one? Take ALL of them for a ridiculous price.
Onlinecourses55 - Start page
Home
LOGIN
REGISTER
LOGIN
REGISTER
Seeker
Test Lack of Respect and Neglect
Agenda
QUESTION 1: What does a customer unconsciously expect when they have a problem with a company?
Receive immediate financial compensation
That the problem is solved without you having to do anything
That the professional admits that it is his fault
Let the company "chase" him a little to show that he is valued
2nd QUESTION: What impression does it give a client when a professional rushes them?
That the professional is very efficient and fast
That the professional has "better things to do" and his problem is trivial
That the company is very busy and very successful
That the client is speaking too slowly
QUESTION 3: What is the effect of being condescending or paternalistic with a client?
It makes him feel less important and disqualifies him
It makes you feel protected and cared for by the company
Generates a stronger emotional connection
Speeds up problem resolution
QUESTION 4: What is one of the easiest ways to disrespect a customer who expects a solution to a complex problem?
Giving it too many updates, even if they are minimal
Ask if you are satisfied with the service
Not providing you with progress updates
Offer you a temporary solution
QUESTION 5: What does a conflict aggravated by disrespect resemble?
An opportunity for the company
To a minor problem of no importance
To a constructive conversation
To a fire that is difficult to put out
QUESTION 6: What does a lack of interest communicate, even if the professional genuinely cares?
The same effect as respect: that the problem is important
The same effect as disrespect: that the problem is not important
That the professional is very good at hiding his emotions
That the solution is very close
QUESTION 7: What tools are mentioned to communicate that a customer's problem is important?
Courtesy, active listening and validation of feelings
Haste, condescension and lack of interest
Silence, waiting, and lack of updates
The use of technical jargon and a paternalistic tone
QUESTION 8: What is the first step to mitigate a conflict and work toward a solution, according to the text?
Offer a full refund
Determine who is to blame for the problem
Behave in a polite and, if necessary, apologetic manner
Ignore the customer until he calms down
Send
This test is only available to students who have purchased the course
INCORRECT QUESTIONS
Previous
Next
Are there any errors or improvements?
Where is the error?
What is the error?
Send
