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[Music] no organization is immune to angry customers but angry customers provide us with a marvelous opportunity the reason most customers complained is that they want us to rectify a situation and if we do it willingly and quickly we can turn an adversary into a devotee first listen carefully to the customers gripe take notes if necessary and let them talk without interruption you people shouldnt be making promises you cant keep its just not good enough confirm the issue with the caller and use the same terminology they use so Sam said youd have it on Tuesday guaranteed it and still it hasnt arrived empathize with them let them know youd be disappointed if it had happened to you Kim I understand why youre angry I think Id feel the same way detail your plan to fix the situation Im going to have less from dispatch locate your delivery outline a time frame he will call you back before 2:40 this afternoon with a solution make sure you provide your contact details in the event th
