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SAFETY TOPIC 9
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Assisting frustrated customers
Opener
Our ability to deal with upset customers can turn an issue into a positive and memorable experience.
Key points
Q: What can you do to calm the customer?
A: Apologize | Acknowledge their issue and feelings | Let them vent | Let them know you can help | Show respect | Pay attention | Ask questions | Take your time
Q: What can you do to manage your own emotions when a customer is getting upset?
A: Remain calm | Take a breath | Let them vent | Don’t take it personally
Q: What extra steps can you take to make it an even better experience?
A: Thank them | Follow up | Involve leadership when necessary
Wrap up
When customers are emotional, remain calm and focus on solving the problem so that we ultimately earn their long-term trust.
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