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Test How to respond to negative comments?
Agenda
QUESTION 1: WHAT IS IMPORTANT TO DO BEFORE RESPONDING TO A NEGATIVE COMMENT?
Ignore the comment and pay no attention to it
Listen actively and empathetically to the customer
Respond in a defensive and confrontational manner
Intercepting and not allowing the client to express himself
QUESTION 2: HOW SHOULD ONE REMAIN CALM WHEN RESPONDING TO A NEGATIVE COMMENT?
Responding with negative emotions and getting angry
Completely ignoring the customer's comment
Maintaining a neutral and professional tone
Responding in a defensive and confrontational manner
QUESTION 3: WHY IS IT IMPORTANT TO THANK THE CUSTOMER FOR HIS NEGATIVE FEEDBACK?
To show that you don't value their opinion
To emphasize that your feedback is not important
To demonstrate that you value their perspective and are committed to continuous improvement
To minimize the importance of the problem raised
QUESTION 4: WHAT SHOULD I DO WHEN RESPONDING TO A NEGATIVE COMMENT?
Offer a sincere apology and show empathy
Ignore the comment and offer no apology
Delay response to avoid confrontation
Do not provide any solution to the problem posed
QUESTION 5: WHAT SHOULD BE DONE ONCE THE PROBLEM POSED BY THE CUSTOMER IS UNDERSTOOD?
Offer no solution and leave the problem unresolved
Provide a clear and viable solution
Failure to take action to address the situation
Avoid communicating with the customer in the future
QUESTION 6: WHAT SHOULD BE DONE IF THE NEGATIVE COMMENT IS MADE IN A PUBLIC SETTING?
Ignore the comment and do not respond
Try to solve the problem publicly
Bring the conversation to a private setting
Respond in a defensive and confrontational manner
QUESTION 7: HOW SHOULD NEGATIVE COMMENTS BE CONSIDERED?
As opportunities for growth and improvement
As something insignificant and unimportant
As something that does not require attention or action
None of the above
QUESTION 8: WHAT CAN BE DONE TO PREVENT NEGATIVE COMMENTS FROM BEING REPEATED?
Disregard negative comments
Analyze feedback and work on long-term solutions
Ignoring areas of improvement identified by customers
Do not seek to turn dissatisfied customers into brand advocates
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INCORRECT QUESTIONS
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