Level 3 exam — Customer relations

Exam — fresh questions

12 questions to validate complaints and difficult customers: welcome, method, anger, tactful no and ambassadors.
Answer everything, then click Check: your score and explanations will appear.

3.1 · Application

1. "This is outrageous!" as an opener. First sentence?

"That is wrong" "Thank you for flagging it" + breathe + visible notes "Calm down" Nothing

Thank first: a complaint is a second chance offered, not an attack.

3.1 · Recall

2. Why not contradict straight away?

Never Out of cowardice Contradicting turns a manageable complaint into a conflict, then a public review Out of soft politeness

60 seconds of welcome decide: calm + notes or escalation.

3.1 · Recall

3. Which is forbidden when receiving a complaint?

Thanking Minimizing: "it is nothing" (denies the experience, enrages) Noting Breathing

"It is nothing" denies the experience: the customer turns from unhappy to hostile.

3.2 · Application

4. Complete handling method?

Refund everything Transfer Improvise ÉCOUTER in 7 steps: listen, understand, offer, urgency, track, evaluate, thank

7 letters, 7 steps, zero forgotten: the check-back call makes the ambassador.

3.2 · Recall

5. Why offer a CHOICE (A or B)?

Choice gives back power: a single option is fought, a choice is adopted Out of laziness Useless To blur

Partial refund + gesture vs reshipment: choosing means buying in.

3.2 · Arbitration

6. Complaint closed with no callback. What is missing?

Apologies Nothing The check-back call ("is everything back in order?"): 80% never get one A gift

The callback turns closed into proven: be among the 20%.

3.3 · Application

7. Customer shouting. First need to read?

Punish them To be heard and fixed (fear, helplessness, injustice beneath the words) Silence them Refund immediately

Handle the need, endure the words: naming the emotion defuses.

3.3 · Recall

8. De-escalation order?

Threaten Offer first Welcome (name) → listen (vent) → reformulate → offer Reason first

Each step lowers one notch; skipping listening means talking to a wall.

3.3 · Arbitration

9. Insults aimed at the agent. What to do?

Insult back Hang up with no word Accept everything Firm frame: "not in those terms, let us resume calmly or I will call back in 10 min" + follow through

Protect the team: script + support + real pause applied.

3.4 · Application

10. Impossible request (T&Cs). Complete formula?

Empathy + no + real reason + A/B alternative Lying yes Silence "It is policy"

The reason makes it accepted, the alternative moves forward: reasoned, not blunt.

3.4 · Application

11. Customer pushing after a fair no. What to do?

Hang up Shout louder Give in for peace Repeat calmly (broken record) / escalate: giving in teaches that shouting pays

Courteous firmness protects fairness: what you refuse calmly, you refuse under pressure.

3.5 · Arbitration

12. After a well-handled outage + surprise, the customer is delighted. Last move?

Ask for a review (direct link) at the peak: the problem+solution story builds credibility Offer them 100 € Forget them Nothing, it is over

Fast + good + surprise + review: the passed test makes the ambassador.

What's next?

Score ≥ 80%: move on to Level 4 (NPS, satisfaction surveys, pain points and customer journey, continuous improvement, dashboards).
Score < 80%: review the failed sections (welcome 3.1, method 3.2, anger 3.3, no 3.4, ambassador 3.5), reread the explanations above, then retake the test.