Handle Difficult Conversations
Calm an Unhappy Customer
A customer is angry after a disappointing experience and wants immediate answers.
3 minDiplomacyMedium
Who you face
Emma Laurent
Small Business Owner
Angry, wants immediate answers.
“I've been waiting for a week and nobody has helped me. This is unacceptable.”
The opening line is fixed. Everything after it depends on what you say.
What you have to get done
- 1Acknowledge frustration
- 2Take ownership
- 3Provide a concrete next step
An objective counts only when a judge can quote the line where you hit it. Nothing is credited on impression.
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