When asking and answering questions, …………………… the customer’s frustration at the inconvenience of their situation.
- keep in mind
- keep on mind
- keep at mind
- keep of mind
The correct phrase is “keep in mind.”
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Explanation:
“Keep in mind” is an idiomatic expression that means to remember or consider something as important. In the context of the sentence, it emphasizes the need to remain empathetic and considerate of the customer’s frustration. Let’s break down why the other options are incorrect:
- “Keep on mind”
This phrase is grammatically incorrect in English. The preposition “on” does not pair with “mind” in this context. “On” suggests a physical location or an ongoing state, which doesn’t make sense when discussing the act of remembering or being mindful. - “Keep at mind”
This is also incorrect because “at” generally refers to a specific location or point in space or time. It doesn’t align with the idiomatic use of “keep in mind.” - “Keep of mind”
This phrase is incorrect as well, as “of” denotes possession or relation and does not convey the intended meaning of remembering or being considerate.
Why “Keep in Mind” Fits:
In the sentence, “When asking and answering questions, keep in mind the customer’s frustration at the inconvenience of their situation,” the phrase advises the speaker to stay aware of the emotional state of the customer. This awareness can help guide a more empathetic and effective response.
Detailed Analysis: Understanding the Sentence
This sentence highlights an important principle of customer service: empathy and understanding. Let’s break it down into key components.
1. “When asking and answering questions”
This part sets the context for the interaction. It indicates that the person will be engaged in a dialogue, asking and answering questions. The phrase suggests that the tone and approach in such interactions are critical.
2. “Keep in mind”
This is the central action. It suggests that while engaging in communication, one must actively consider the feelings or thoughts of the customer. It’s a mental reminder to prioritize the customer’s emotional state.
3. “The customer’s frustration”
This refers to the emotional challenge faced by the customer. Frustration arises when something doesn’t work as expected or when there’s a delay or obstacle.
4. “At the inconvenience of their situation”
This highlights the root cause of frustration. It shows that the customer’s negative feelings stem from a specific situation that has caused inconvenience.
Why Empathy Matters in Customer Service:
- Building Trust:
Customers feel valued and respected when their emotions are acknowledged. Trust is a cornerstone of a strong customer relationship. - Reducing Frustration:
By keeping the customer’s frustration in mind, you can adapt your tone and approach, which helps de-escalate negative emotions. - Improving Communication:
Being aware of the customer’s emotional state enables more thoughtful communication, ensuring that your responses are not dismissive or overly technical. - Enhancing Customer Experience:
A considerate approach can turn a negative situation into a positive experience, increasing the likelihood of customer retention.
Practical Tips for Keeping Empathy in Mind:
- Listen Actively:
Pay close attention to the customer’s words and tone. Avoid interrupting and make it clear that you’re listening. - Acknowledge Their Feelings:
Use phrases like, “I understand how frustrating this must be for you,” to validate their emotions. - Avoid Defensive Language:
Stay focused on resolving the issue rather than explaining why it happened. - Offer Clear Solutions:
Provide actionable steps or timelines to resolve the problem. Clarity helps reduce frustration. - Follow Up:
After addressing the issue, check in with the customer to ensure they’re satisfied. This demonstrates care and commitment.
Example Scenarios:
Scenario 1: Technical Support
Customer: “I’ve been waiting for hours, and my issue still isn’t resolved!”
Response: “I completely understand how frustrating this delay must be for you. Let me see how I can expedite the process and ensure this gets resolved as soon as possible.”
Scenario 2: Billing Complaint
Customer: “Why am I being charged extra? I didn’t agree to this!”
Response: “I understand this charge must have come as a surprise. Let me review your account and explain the details. If there’s been a mistake, I’ll correct it right away.”
Summary:
The phrase “keep in mind” is the correct choice because it conveys the idea of being mindful and considerate of the customer’s frustration. Empathy is a fundamental aspect of effective communication and customer service. By staying aware of the customer’s emotions, you can foster trust, reduce tension, and create a positive interaction, even in challenging situations.