Question
Now that you have watched the video, review the four responses below and decide for each one, whether it is "More" effective or "Less"effective in this situation. Don't react to the customer's rudeness and explain you are trying to resolve the issue with the card machine as quickly as possible Suggest the customer withdraws cash now as you're worried the machines won't come back on and there is nothing else you can do Tell the customer that you are trying to resolve f the problem and let them know that the way they asked you to hurry up was rude Calmly ask the customer If they could wait a few more minutes as the machine started working quickly the last time this happened
Answer
4.5
(209 Votes)
Iona
Elite · Tutor for 8 years
Answer
"More" effective responses:1. Don't react to the customer's rudeness and explain you are trying to resolve the issue with the card machine as quickly as possible. 2. Calmly ask the customer If they could wait a few more minutes as the machine started working quickly the last time this happened."Less" effective responses: 1. Suggest the customer withdraws cash now as you're worried the machines won't come back on and there is nothing else you can do.2. Tell the customer that you are trying to resolve the problem and let them know that the way they asked you to hurry up was rude.
Explanation
## Step1: Evaluate each response to determine whether it is compassionate, clear, and patient - necessary traits for tactfully handing customers in tough situations.## Step2: Analyze response 1: "Don’t react to the customer's rudeness and explain you are trying to resolve the issue with the card machine as quickly as possible." This response is more effective as showing no reaction to the rudeness of the customer reflects professionalism. Plus, it assures the customer that the problem is being attended to urgently.## Step3: Analyse response 2: "Suggest the customer withdraws cash now as you're worried the machines won't come back on and there as nothing else you can do." This reaction might sound helpful, but it lacks reassurance to the customer – it seems this problem can’t be fixed. Therefore, it's less effective.## Step4: Review response 3: "Tell the customer that you are trying to resolve the problem and let them know that the way they asked you to hurry up was rude." Although this addresses the issue directly which builds realism, referencing rude behavior may exacerbate such situation further. Consequently, this is less effective. ## Step5: Analyze response 4: "Calmly ask the customer if they could wait a few more minutes as the machine started working quickly the last time this happened." This option, which is courteous, patient, and instilling confidence that the machine will start working soon, is more effective.