Question

Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client?
a. Just ignore her and get to work on the computer.
b. Try not to argue with her or be defensive.
c. When talking with her, use clarifying statements to show her you understand the problem.
d. Don't dismiss what she says the problem might be.

Answer 1

Answer:

b. Try not to argue with her or be defensive.

c. When talking with her, use clarifying statements to show her you understand the problem.

d. Don't dismiss what she says the problem might be.

Explanation:

In facing or relating with a difficult client as a customer relation officer, one of the basic things to do is to avoid arguing with her or to be defensive. You simply avoid anything that will lead to argument, politely and calmly make your point and pass it across.

The next thing needed to be done is to ensure you clarify her properly, leave no room for doubt from her concerning your knowledge on the product.

Finally, dont overlook her complaint on what the problem is, show empathy, listen through and offer your best solution.