You are chatting with a customer who is upset and frustrated because his tax refund was delayed. How should you respond to their tone?
You should use a casual tone to match their frustration and quickly solve the issue.
B
You should respond professionally and address their needs without matching their negative tone.
A
You should give them straightforward answers and direct them to call Turbo Tax instead.
D
You should skip understanding their issue and jump straight to solving it.
B
You should respond professionally and address their needs without matching their negative tone.