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