Question

You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for​ you?
A. maintain a pleasant expressionB. maintain an angry expressionC. maintain a sad expressionD. maintain a happy expressionD. maintain a concerned expression

Answer 1

Answer:D.

maintain a concerned expression

Explanation:

One of the main traits of a successful Custer service agent is empathy. When the customer is angry and one isaintaining a happy or pleaseant face, he will interprete it as lack of concern for his plight.

The best expression is to maintain a concerned expression that shows you sympathise with his situation and you have personalised the situation.

This sympathy is expressed as doing your best to effectively solve the customer problem.