Conflict Resolution Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Conflict Resolution flashcards as text
What is the 'broken record' technique in customer service conflict handling?
Answer: Repeating a refusal calmly and consistently without escalating
The broken record technique involves calmly repeating a boundary or policy statement to maintain a firm position without aggression.
How should a customer service rep handle a complaint they personally disagree with?
Answer: Address the complaint professionally regardless of personal feelings
Professionalism requires setting aside personal opinions and focusing on resolving the customer's issue effectively.
What does 'service recovery' mean?
Answer: Restoring a customer's confidence after a service failure
Service recovery refers to the steps taken to turn a negative customer experience into a positive one after a problem occurs.
Which of the following is a sign that a customer interaction is escalating?
Answer: The customer's tone becomes louder and more urgent
Rising tone and urgency are key verbal signals that a customer's frustration is increasing and de-escalation is needed.
What is the goal of 'follow-up' after resolving a complaint?
Answer: To confirm the resolution met expectations and rebuild trust
Following up shows the customer their satisfaction is a priority and can convert a frustrated customer into a loyal one.
Why is it important to document customer complaints even after they are resolved?
Answer: To identify patterns that can improve products and processes
Documented complaints reveal recurring issues that can be addressed systematically, improving the overall customer experience.