2.05 Difficult Customers. DEALING WITH DIFFICULT CUSTOMER. Employee should listen patiently and try to stay calm. Give the customer plenty of time to state his/her concerns. Trying to prove them wrong may make bad situation worse.
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Restating the complaint involves putting the customer's complaint into your own words.
Including all relevant facts when you restate the complaint helps to ensure you fully understand the customer's complaint. This also provides the customer an opportunity to correct any errors in your understanding of the problem.
Explaining company policy and taking action should be done after you restate the complaint.
Thanking the customer for bringing the problem to your attention helps to calm the customer's anger.