Question

A customer service representative for an Internet provider uses various techniques to help a frustrated customer with a slow Internet connection feel better about her situation. Match each technique with the appropriate response by the customer service representative.

Answer 1

Answer:

“Think of it this way: When we’re done, your connection will be faster than it ever was before.”

Correct label:

positive reappraisal

“Okay, let’s put the connection speed issue aside for later and work on changing your password for our company website.”

Correct label:

distraction

“At least your router isn’t talking back at you! I can’t get my digital assistant to shut up.”

Correct label:

humor

Explanation: