2. Where might you be unlikley to encounter a hostile customer? A) Over email B)

Question

2. Where might you be unlikley to encounter a hostile customer? A) Over email B) O C) D) On vacation In person Over the telephone 3. People who work in the retail industry rarely ever encounter an angry customer. True or False? A) True B) False Complete the following scale: Upset A) Satisfied B) Noncompliant C Angry D Rude 4. Hostile Violent 5. Why do customers sometimes become hostile? OA) They are having a bad day B) Frustrated with your service C) Experienced a faulty product D) All of the above 6. Customers who are irritated or angry will usually show signs of hostility even before they speak to you. True or False? A) True B) False

Explanation / Answer

2.

B. On Vacation

On vacation, there is a relaxed customer, so the customer will not be hostile while interacting with the service provider.

3.

False

There is always a scope to face angry customers in the retail sector as it is service sector and involves lot of customer interaction.

4.

C. Angry

It is the second level of the customers after upset level. It is followed by hostile and followed.

5.

B. Frustrated with your service

It is the poor service that makes customers to be hostile.

Pl. repost other unanswered questions for their proper answers!

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