Operational ProceduresPregunta 90 de 100
When a customer becomes upset during a support interaction, which professional communication practice is most appropriate?
a.Listen actively, stay calm, and avoid arguing or being defensive
b.Interrupt and raise your voice
c.Blame the customer
d.Walk away without explanation
Explicación
Active listening, staying calm, and not arguing help de-escalate tension and maintain professionalism. Interrupting, blaming, or abandoning the customer damages trust and violates good conduct standards.
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