Flight Attendant 1, Delta Flight Attendant Interview Practice

Question: 1 / 400

How should one effectively respond to an angry or upset customer?

Argue back to defend yourself

Listen actively and empathize

Listening actively and empathizing with an angry or upset customer is a crucial skill in customer service. This approach demonstrates that you value their feelings and are willing to understand their concerns, which can help to de-escalate the situation. By actively listening, you convey that you are fully engaged and are taking their issue seriously. Empathy allows you to connect on an emotional level, helping the customer feel heard and understood, which is often the first step toward resolving their issue.

This response not only fosters a positive interaction but also builds trust and rapport, making the customer more likely to move forward in a constructive manner. In high-stress environments like airline service, showing understanding can turn a negative experience into a more positive one for the customer, possibly influencing their future loyalty to the airline.

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Disregard their feelings

Redirect them to another staff member immediately

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