Zendesk Customer Service Professional
Certificate: Handling Abusive Customers
Exam Questions & Answers (Grade A+)
What are five categories in why customers turn abusive? -
correct answer ✅- career (loss of job, feeling stuck in a job they
hate)
- relationships (having challenges, being dumped, going through a
divorce, friend/relative problems, etc)
- finances (lack of money, loss of house, in a costly lawsuit, etc)
- health (diagnosis of cancer, has a sick kid, lost someone recently)
- overall well-being (habit of being abusive to customer service
reps)
Which scenario exemplifies a customer who will most likely become
abusive in a customer service interaction? -
correct answer ✅Nadia lost her job after 10 years of service
What is the first step in dealing with abusive customers? -
correct answer ✅assessing why the customer is so upset
How can you serve abusive customers? -
correct answer ✅finding the answers to:
, Zendesk Customer Service Professional
Certificate: Handling Abusive Customers
Exam Questions & Answers (Grade A+)
- why is the customer so upset?
- what does the customer want at the end of the transaction?
- what can you do to solve their problem?
What does every customer need to feel? -
correct answer ✅- heard
- understood
-cared for
How can you reassure the customer? -
correct answer ✅- take responsibility for the problem
- do everything to ensure that they leave happy
- say that you will work to solve their issue ASAP
You are a customer service representative for the Department of
Motor Vehicles (DMV), working on a solution for an upset
customer. What is the best approach to change their focus in a
positive manner? -
correct answer ✅Make fun of yourself to get a laugh
Certificate: Handling Abusive Customers
Exam Questions & Answers (Grade A+)
What are five categories in why customers turn abusive? -
correct answer ✅- career (loss of job, feeling stuck in a job they
hate)
- relationships (having challenges, being dumped, going through a
divorce, friend/relative problems, etc)
- finances (lack of money, loss of house, in a costly lawsuit, etc)
- health (diagnosis of cancer, has a sick kid, lost someone recently)
- overall well-being (habit of being abusive to customer service
reps)
Which scenario exemplifies a customer who will most likely become
abusive in a customer service interaction? -
correct answer ✅Nadia lost her job after 10 years of service
What is the first step in dealing with abusive customers? -
correct answer ✅assessing why the customer is so upset
How can you serve abusive customers? -
correct answer ✅finding the answers to:
, Zendesk Customer Service Professional
Certificate: Handling Abusive Customers
Exam Questions & Answers (Grade A+)
- why is the customer so upset?
- what does the customer want at the end of the transaction?
- what can you do to solve their problem?
What does every customer need to feel? -
correct answer ✅- heard
- understood
-cared for
How can you reassure the customer? -
correct answer ✅- take responsibility for the problem
- do everything to ensure that they leave happy
- say that you will work to solve their issue ASAP
You are a customer service representative for the Department of
Motor Vehicles (DMV), working on a solution for an upset
customer. What is the best approach to change their focus in a
positive manner? -
correct answer ✅Make fun of yourself to get a laugh
