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Handling customer complaints
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Sometimes a customer will be unhappy. An item might be faulty, or something might have gone wrong with their order.
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When this happens:
01.
Let the customer explain what's happened without interrupting
02.
Say sorry for the trouble
03.
Get help from someone else if you're not sure how to fix it
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Arguing with an upset customer almost always makes things worse. Staying calm and taking the complaint seriously is what turns a bad moment into a customer who still trusts the store.
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your task
Listen to the customer complaint and decide the correct way to respond.
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