Handling Customer Complaints

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Do you remember how to use the vocabulary we've studied so far?

Jacqui Menard

Malaysia

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Fill in the Blanks Handling Customer ComplaintsOnline version Do you remember how to use the vocabulary we've studied so far? by Jacqui Menard 1 vent de it frustration acknowledge struggle inconvenience defuse confrontation outburst tension escalation personally contradict take Sometimes , dealing with customer complaints can be a real . Customers may come in angry or upset , and they often need to their feelings . They might say things that sound rude or even what we know to be true . In these situations , it's important not to have a . Instead , we should stay calm and the customer ? s feelings . Saying something like , " I understand this has been an for you , " can help reduce . It shows the customer that we are listening and that we care . Sometimes , a customer may have an emotional . If we , we might react in a negative way . This could cause the situation to get worse ? an . But if we stay calm , speak softly , and listen carefully , we can help with - escalation . That means we can help make the situation better instead of worse . Our goal is to customer . That means helping the customer feel less angry and more understood . When we do that , both the customer and the employee can leave the conversation feeling better .