Operational Procedures第 90 / 100 题
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
解析
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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