Friday, June 8, 2018
defensive or try to explain
Don't argue with the customer, become defensive or try to explain the situation. Listen to him or her. Make sure your first statement in response is something that addresses the problem or shows empathy such as: "I'm sorry that you had this problem." "I can see why you would be upset." "Let's see how we can fix this situation." Don't admit wrongdoing (unless it is obviously your mistake).
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