Stay calm to try to influence the customer to calm down.; Use good manners when speaking to the customer to show your respect.

Lesson 15.2 Communication Skills Answers

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Stay calm to try to influence the customer to calm down.

Match the customer’s level of anger to try to calm the customer down.

Do not worry too much about the customer’s feelings; the customer is not important for business.

Use good manners when speaking to the customer to show your respect.

The is to find out what is wrong and what is needed to restore positive relations with customers.

customer service process

goal of customer service

customer service mindset

Customer service must emphasize the importance of a customer complaint.

finding a solution to

responding promptly to

ignoring

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