The first step to helping resolve any service breakdown is to $\_\_\_\_\_.$ apologize emotionally for the inconvenience, frustration, and mistreatment offer numerous alternatives to satiate the customer's needs immediately accommodate every wish of the customer frame your problem resolution with customer$-$focused messages through use of the emotion$-$reducing model Question $20$ Question $201$ Point Motivators that cause customers to seek out specific types of products or services are referred to as customer needs. True False Question $21$ Question $211$ Point Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving? Always sympathize with the customer just to make them feel better. Refrain from going the extra mile to provide exemplary service. Give in to the whim and request of every customer. Think like the customer and act accordingly. Question $22$ Question $221$ Point Which of the strategies should be adopted when a customer takes time to share a concern, complaint, or question? Redirect the complaint, concern, or query to your boss. Pretend to address the customer's grievances by giving them utmost importance. Take necessary actions to resolve the problem only when it is most convenient for you. Ensure that necessary follow$-$up actions begin once the transaction is completed. Question $23$ Question $231$ Point When using the emotion$-$reducing model, it is appropriate for the service provider to interrupt the customer and interject his or her own views. True False Question $24$ Question $241$ Point Which of the following tactics is best to effectively handle dissatisfied or angry customers? Be positive and negotiate a solution. Listen passively to the customer's grievances. Have an argument prepared as a defense mechanism. Reassure the customers through false promises. Question $25$ Question $251$ Point Which of the following best defines prohibitions? Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so$.$ Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, unavailability of products, or inability to perform as requested. A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations. The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.