Lesson 3: Handling Tense Situations 1. What are you responsible for when dealing with customers?

2. What are the three techniques for managing personal stress?

3. What is the first thing you should say to an upset customer?

4. Why should you restate the customer’s problem?

5. How does listening carefully help the customer?

6. What will help you show empathy?

7. What will you likely have to do to identify the root cause of the issue?

8. If research will take some time, what should you do?

9. What should you communicate to the customer about their issue?

10. If you can’t give the customer what they want, what should you do?

11. Why should you show compassion when addressing a customer’s issue?

12. Why should you thank the customer after resolving an issue?

13. Why is following through on promises important?