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Richmond Centre for Disability Volunteer Training
September 23, 2017
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RCD Volunteer Training 2
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RCD Volunteer Training 3
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RCD Volunteer Training 4
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RCD Volunteer Training 5
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RCD Volunteer Training 6
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RCD Volunteer Training 7
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RCD Volunteer Training 8
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RCD Volunteer Training 9
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RCD Volunteer Training 10
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RCD Volunteer Training 11
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RCD Volunteer Training 12
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RCD Volunteer Training 13
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RCD Volunteer Training 14
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RCD Volunteer Training 15
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RCD Volunteer Training 16
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RCD Volunteer Training 17
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RCD Volunteer Training 18
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RCD Volunteer Training 19
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RCD Volunteer Training 20
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RCD Volunteer Training 21
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RCD Volunteer Training 22
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RCD Volunteer Training 23
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RCD Volunteer Training 24
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RCD Volunteer Training 25
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RCD Volunteer Training 26
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RCD Volunteer Training 27
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RCD Volunteer Training 28
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RCD Volunteer Training 29
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RCD Volunteer Training 30
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1. Where might you be unlikely to encounter a hostile customer?
A. Over email B. On vacation C. In person D. Over the telephone
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2. People who work in the retail industry rarely ever encounter an angry customer. True or False?
A. True B. False
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3. Complete the following scale. Upset _________ Hostile Violent
A. Satisfied B. Noncompliant C. Angry D. Rude
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4. Why do customers sometimes become hostile?
A. They are having a bad day B. Frustrated with your service C. Experienced a faulty product D. All of the above
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5. Customers who are irritated or angry will usually show signs of hostility even before they speak to you. True or False?
A. True B. False
RCD Volunteer Training 35
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6. Which of the following behaviours could be a sign of preliminary hostility?
A. Wide grin B. Asking strange questions C. Tensed up muscles D. Drinking too much coffee
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7. How can you prepare yourself mentally and emotionally in a tense customer service situation?
A. Say to yourself “I’m better than
the customers” B. Stay calm and in control C. Pace around the room D. Recite poetry in your head
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8. Which of the following is an example of hostile customer behaviour?
A. Hugging the clerk B. Returning a faulty product and asking
for money back C. Yelling and screaming profanities D. Failing to say “thank you” after a
transaction
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9. If a customer situation starts to become hostile, you should try your best to remain calm and what else?
A. Tell them about your current promotions B. Call the police C. Make rapid hand movement D. Listen to the customer
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10.You should never stare directly in the eyes of an angry customer. True or False?
A. True B. False
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11.One of your customers has just vented his frustration regarding the poor service he received. After you’re listened patiently to his rant, you then express empathy for his bad experience by letting him know that you understand how he feels. Then, you negotiate some options with him. What type of technique did you use in this situation?
A. Non-verbal B. Communication C. Therapeutic D. Escalation
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12.If you are confronted with a violent customer during a potential robbery, you should first document the behaviour on an incident report. True or False?
A. True B. False
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13.Which of the following is the most effective option for employers to reduce the danger to their employees presented by hostile customer situations?
A. Offer free karate lessons B. Provide a safe workplace C. Provide full body armour D. Give them a panic button
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14.How could an employer help to ensure the safety of an employee who works alone at night?
A. Make sure all hazards are identified, controlled, or eliminated before work starts
B. Leave doors unlocked C. Give them a laptop D. Bring in guard dogs
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15.What is not a responsibility of the worker when managing hostile customer situations?
A. Wear protective clothing B. Attend training courses C. Document incidents D. Understand policies and procedures
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