Here Jack is influenced by what Burrhus Frederic Skinner an American
psychologist calls negative reinforcement. Negative reinforcement which is the
opposite of positive reinforcement and it means that the rate of behavior is increased
in order to avoid an unpleasant situation or unpleasant stimulus or negative
outcome.
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.
