DIFFICULT CONVERSATION - react technique
Start
01
Listen and do not interrupt while your customer is speaking is referred to as ..... in the REACH technique.
Receive the message.
Respond accordingly.
Respect their wishes.
FEEDBACK
Receive the message – Listen and do not interrupt whilst your customer is speaking
02
The “E” of REACT stands for…
Explain
Encourage
Empathise
FEEDBACK
Put yourself in the customer’s shoes and see things from their point of view
03
When dealing with difficult customers over the telephone, you should ____appropriate questions to clarify and confirm your understanding of their needs.
Accumulate.
Assemble
Ask.
FEEDBACK
Ask – Ask appropriate questions to clarify and confirm your understanding of their needs.
04
"The “C” of REACT stands for…
Communicate.
Conduct.
Consider Options.
FEEDBACK
Consider Options: Once you are aware of their needs entirely, you can consider all suitable options available to them. This may take some time, and you may need to think and return to your customer at another time.
05
The "T" in REACT stands for Tell them the result. Is this true or false?
True
False
FEEDBACK
Tell them the result – Inform your customer of the options available and mutually agree the
way forward to help them with their needs.
Congratulations!
You have managed to reach the port
Start over?
Oh no...
The lighthouse light has burned out because the answer is wrong...
Try again
Dealing With Difficult Customers Over The Telephone
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Created on September 15, 2022
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Transcript
DIFFICULT CONVERSATION - react technique
Start
01
Listen and do not interrupt while your customer is speaking is referred to as ..... in the REACH technique.
Receive the message.
Respond accordingly.
Respect their wishes.
FEEDBACK
Receive the message – Listen and do not interrupt whilst your customer is speaking
02
The “E” of REACT stands for…
Explain
Encourage
Empathise
FEEDBACK
Put yourself in the customer’s shoes and see things from their point of view
03
When dealing with difficult customers over the telephone, you should ____appropriate questions to clarify and confirm your understanding of their needs.
Accumulate.
Assemble
Ask.
FEEDBACK
Ask – Ask appropriate questions to clarify and confirm your understanding of their needs.
04
"The “C” of REACT stands for…
Communicate.
Conduct.
Consider Options.
FEEDBACK
Consider Options: Once you are aware of their needs entirely, you can consider all suitable options available to them. This may take some time, and you may need to think and return to your customer at another time.
05
The "T" in REACT stands for Tell them the result. Is this true or false?
True
False
FEEDBACK
Tell them the result – Inform your customer of the options available and mutually agree the way forward to help them with their needs.
Congratulations!
You have managed to reach the port
Start over?
Oh no...
The lighthouse light has burned out because the answer is wrong...
Try again