Questions: To meet the expectations of customers, customer service professionals should

The answer is: try to mask their feelings of anger, frustration, and pressure when dealing with customers.

Explanation for each option:

1. Involve customers in situations that are out of their control.

   • This is incorrect. Customer service professionals should aim to resolve issues efficiently and effectively without involving customers in matters beyond their control. Doing so can lead to confusion and dissatisfaction.

2. Try to mask their feelings of anger, frustration, and pressure when dealing with customers.

   • This is correct. Customer service professionals should maintain a calm and composed demeanor, even when they are feeling stressed or frustrated. This helps in providing a positive experience for the customer and maintaining professionalism.

3. Always use "they" language when dealing with customers.

   • This is incorrect. Using "they" language can come across as impersonal and may not address the customer's specific concerns. It's better to use "you" language to make the interaction more personal and direct.

4. Focus on attracting new customers rather than trying to retain existing customers.

   • This is incorrect. While attracting new customers is important, retaining existing customers is equally, if not more, important. Loyal customers are more likely to make repeat purchases and recommend the business to others, which can be more cost-effective than acquiring new customers.