Dealing with difficult customers

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Alyona M

Russian Federation

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Dealing with difficult customers

Compléter

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Anatomy quiz

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The Preamble

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FFA Creed Paragraph 3

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FFA Creed Paragraph #2

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COMPLETE THE LYRICS OF SONG

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Dealing with difficult customersVersion en ligne

par Alyona M

diffuse accomplish resolve dismissive awkward customer acknowledge problem reset challenging

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Compléter Dealing with difficult customersVersion en ligne Fill the blanks par Alyona M 1 diffuse accomplish resolve dismissive awkward customer acknowledge problem reset 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 .