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Dealing with difficult customers

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Dealing with difficult customers

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Created by

Alyona M
Alyona M
Russian Federation

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Dealing with difficult customers
 

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Dealing with difficult customersOnline version

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by Alyona M
1

accomplish diffuse dismissive acknowledge problem reset awkward customer resolve challenging

Lisa works at a small coffee shop . One day , an came in , complaining loudly about his drink . He claimed it was too cold , even though it had just been made . Understanding that it ? s important to handle such situations properly , Lisa decided to stay calm and friendly . She knew the first thing to do was to the customer's complaint . " I'm sorry your drink isn't as you expected , " she said .

Lisa wanted to the issue quickly , so she offered to remake his drink for free . She also assured him that they would check if there was a with their coffee machine . By being transparent , she hoped to assure him they were taking his concern seriously .

While she was making the new drink , she chatted a bit with the customer , trying to the tension . Lisa knew that being or ignoring his complaint would only make things worse . Instead , she listened actively and asked if he had any other feedback . The customer appreciated this approach .

After getting the new drink , the customer seemed happier . He thanked Lisa and even apologized for being so upset . Lisa felt relieved . She realized that handling difficult situations in a positive way can a lot .

Lisa's manager later praised her for managing the situation well . It was important for her to the environment back to a friendly atmosphere .

Lisa learned that by staying calm and respectful , even the most situations can be turned around .

 
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