1) What should you do if you feel the customer is right to be angry? a) Ignore their concerns and move on to the next issue. b) Show them you understand and let them know you're on their side. c) Argue with the customer to defend the company’s position. d) Immediately escalate the issue to your manager. 2) Why is it important to apologize to a customer, even if it’s not your fault? a) It helps the customer calm down and shows that you care. b) It allows you to pass the blame to someone else. c) It gives the customer an excuse to continue being upset. d) It is only necessary if the customer demands an apology. 3) What should you do if a customer becomes rude or abusive? a) Respond to their inquiries immediately to avoid further conflict. b) Blame them for the issue to make them realize their mistake. c) Ignore the rude behavior and continue the conversation as normal. d) Politely let them know that you will not respond until they change their tone. 4) When is it appropriate to escalate an issue to a manager or leader? a) Only if the customer specifically asks to speak to a manager. b) When you feel the situation is beyond your control and needs higher authority. c) Never, because it shows that you cannot handle the problem. d) Escalation should always be avoided to keep conflicts under control. 5) Why might resetting a conversation with a new agent help ease a customer's frustration? a) The original agent can avoid further conflict with the customer. b) The new agent can start with a blank slate, making the customer forget their frustration. c) The customer might feel like their issue is being taken more seriously. d) It allows the customer to start over with someone who seems to care more. 6) How should you handle a customer who doubts your ability to solve their problem because of your age or experience? a) Immediately transfer them to someone with more experience. b) Avoid addressing their concerns and focus solely on the issue at hand. c) Apologize for your lack of experience and offer to escalate the issue. d) Establish equality by showing that you are qualified to solve the problem. 7) What should you do before handing a difficult customer over to another agent? a) Inform the customer that they are being transferred without explanation. b) Brief the new agent about everything that has happened so far. c) Apologize to the customer for not being able to help them. d) Let the customer explain the situation again to the new agent. 8) Which skill is NOT mentioned as important for managing difficult customers? a) Anger management. b) Stress management. c) Troubleshooting. d) Negotiation.

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