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Test Personal Interaction Traps
Agenda
QUESTION 1: When do "personal interaction traps" arise?
When a professional lets his emotions, prejudices or personal preferences seep into the conversation
When a customer has a very complex technical problem
When the company does not offer a solution to the customer
When company policies are strictly followed
2nd QUESTION: What is the danger of these traps?
They make the conversation more honest and direct
They help solve the problem more quickly
They divert the focus of the problem to a battle of egos or a pointless argument
They strengthen the relationship of trust with the client
QUESTION 3: What mistake does a professional make when he takes conflict personally?
Solve the problem more efficiently
Reacts as an individual rather than acting according to his professional role
Demonstrates great emotional intelligence
It focuses exclusively on solving the problem
QUESTION 4: What is the "playing favorites" trap?
Always agree with the client to avoid conflicts
In treating all customers exactly the same way
On asking for help from favorite coworkers
On letting personal biases influence how you treat customers
QUESTION 5: Why is it a mistake to get into arguments with a client who makes offensive comments?
Because it shows that the professional is smarter
Because the customer is always right
Because it turns the conflict into something personal and damages the relationship
Because it's a quick way to end the call
QUESTION 6: What is the best way to avoid these interaction traps?
Remember that professional work is a role and avoid letting personal emotions take over the conversation
Completely repress personality to become like a robot
Always respond with the same intensity as the client
Take every conflict personally to be more motivated
QUESTION 7: What should a professional do if a client is unreasonable?
Respond with the same irrationality
Stay calm, focus on the problem, and don't get carried away by hostility
End communication immediately
File a complaint about customer behavior
QUESTION 8: According to the text, what does a professional's composure demonstrate?
Weakness and lack of character
Lack of interest in the customer's problem
That the professional agrees with the offenses
Emotional intelligence and professionalism
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