· Have you ever experienced having conversations regarding personal/private issues with customers? (Yes, No) | |
· What was the content of such conversations regarding personal/private issues with customers? (multiple choice) | |
1) Work related problems | |
2) Disease | |
3) Debt/loan | |
4) Partner/Family | |
5) Children | |
6) Love | |
7) Nursing care of family | |
· Have you ever experienced having serious conversations with customers? (Yes, No) | |
· Have you ever experienced being unable to handle a serious conversation, including suicide ideation, from a customer? (Yes, No) | |
· What responses have you given regarding serious conversation with customers? (multiple choice) | |
1) Listen | |
2) Give advice | |
3) Provide encouragement | |
4) Inform professional/special consultation/institution | |
5) Other (specify: ) | |
·To what points do you pay attention when listening to customers? (multiple choice) | |
1) Take care of confidentiality regarding conversations with customers. | |
2) Listen to the end of the customer’s talk. | |
3) Encourage and cheer the customer up. | |
4) Tell the customer they can talk to you any time. | |
5) Inform professional/special consultation/institution. | |
6) Others (specify: ) | |
Please give details regarding anything else about customer services including conversation with customers that you would like to mention. (A free writing space is provided.) |